Audio Visual (AV-IT) Support MSCoE G6 Contract SOW DRAFTv5.pdf

Audio Visual/Information Technology (AV/IT) Support

Maneuver Support Center of Excellence (MSCoE) G6 Contract

Performance Work Statement (PWS) DRAFT v5

Fort Leonard Wood, Missouri

Part 1: Service Provision and Scope

C.1. GENERAL:

The contractor shall provide all personnel, materials, supervision, other items, and non-personal services to deliver Audio Visual/Information Technology (AV/IT) services for facilities maintained by the contractor. This includes ensuring the seamless operation, maintenance, and support of AV/IT systems, infrastructure, and integrated technologies, as well as compliance with all applicable Department of War (DoW), Army, and installation-specific regulations, standards, and directives. The contractor shall ensure that all AV/IT systems remain operationally ready, secure, and aligned with the mission requirements of the

Maneuver Support Center of Excellence (MSCoE) G6 at Fort Leonard Wood, Missouri.

The scope of AV/IT services encompasses, but is not limited to, the following technology domains:

• Audio Visual (AV): Projectors, display panels, video walls, audio systems, microphones, speakers, amplifiers, and associated control systems

• Information Technology (IT): Network infrastructure, workstations, laptops, peripherals, software applications, cybersecurity compliance, and IT service management

• Unified Communications & Collaboration (UC&C): Video Teleconferencing (VTC) systems, collaboration platforms (e.g., Microsoft Teams, Zoom), and integrated communication systems

• Control Systems: Crestron, Extron, AMX, and other AV/IT control and automation platforms

• AV Network Infrastructure: Switches, routers, and cabling infrastructure supporting AV/IT systems

C.1.1. Description of Services / Introduction:

The contractor shall maintain government-owned and operated AV/IT systems at Fort Leonard Wood, Missouri to ensure continuity of service and provide upgrades as

DRAFT

required to ensure system integrity, interoperability, and compliance with applicable standards. The contractor shall perform to the standards specified in the Performance Work Statement (PWS). Support includes, but is not limited to, the following roles and responsibilities:

1. AV/IT Classroom and Facility Support:

AV/IT Helpdesk Troubleshooting and Ticketing System:

The contractor shall manage and resolve AV/IT-related helpdesk tickets, providing first line troubleshooting for all AV/IT systems across MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. This includes:

• Diagnosing hardware, software, and network-related issues affecting AV/IT systems

• Coordinating repairs with vendors, manufacturers, and internal technical staff

• Ensuring timely resolution of user-reported problems within established contract timeframes as defined in this contract

• Maintaining accurate and up-to-date records within the designated ticketing system

• Generating trend analysis reports to identify recurring issues and recommend systemic solutions

AV/IT Event Setups:

The contractor shall coordinate and execute AV/IT setups for events, conferences, training sessions, and command briefings at MSCoE G6 supported facilities, ensuring proper functionality of all AV/IT equipment and IT infrastructure. This includes:

• Conducting pre-event site surveys to assess technical requirements for both AV and IT systems

• Testing all equipment prior to events, including audio systems, display systems, video teleconferencing (VTC) platforms, network connectivity, and collaboration software

• Providing on-site technical support during events and addressing any AV/IT technical issues in real time

• Coordinating with event organizers, facility managers, and the Contracting Officer's Representative (COR) to ensure mission success

• Conducting post-event equipment checks and documenting any issues or lessons learned

• Ensuring network bandwidth and IT resources are adequate to support event requirements

AV/IT Tier 1 & Tier 2 Support:

The contractor shall perform installation, troubleshooting, and maintenance of AV/IT systems, providing Tier 1 and Tier 2 support for all AV/IT-related issues across

MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. This includes:

• Installing new AV/IT equipment and infrastructure components, including network hardware, workstations, and AV systems

• Configuring systems to meet user and mission requirements, including AV network configurations and AV system programming

• Conducting scheduled and unscheduled preventive maintenance to ensure optimal performance and system longevity

• Maintaining an inventory of all AV/IT equipment, components, software licenses, and spare parts

• Coordinating with the MSCoE G6 IT staff to ensure AV/IT systems remain compliant with network security policies, Army Cybersecurity requirements, and DoW Information Assurance standards

• Supporting IT/AV lifecycle management, including equipment refresh planning and technology upgrades

C.1.4. Hours of Operation:

The contractor shall conduct business between the hours of 0630 to 1700 Local Time, Monday through Friday, excluding Federal holidays, unless otherwise directed by the Government. The contractor shall support up to thirty (30) special events requiring AV/IT support on evenings or weekends, coordinating a minimum of seven (7) calendar days in advance.

The Government reserves the right to adjust work schedules as mission dictates, providing a 7-calendar-day notice beforehand. In case of urgent mission requirements, the contractor shall make reasonable efforts to accommodate short-notice requests in coordination with the COR.

Special Event Support: For special events requiring AV/IT support outside regular business hours at Fort Leonard Wood, Missouri, the contractor shall:

• Coordinate with the COR to ensure adequate staffing and resources are available for both AV and IT support requirements

• Provide a detailed written plan for event support, including personnel assignments, AV/IT equipment requirements, network resource allocations, setup timelines, and contingency measures

• Ensure all AV/IT equipment and IT systems are tested and operational no later than two (2) hours prior to event start time

• Designate a lead AV/IT technician as the primary point of contact for each special event

• Ensure network connectivity, VTC systems, and collaboration platforms are fully operational and tested prior to each event

• Document all special events, support activities and submit a post-event summary report to the COR within three (3) business days following the event

Part 2: Specific Deliverables

C.2. Period of Performance:

The Period of Performance (PoP) for this contract shall be as follows:

• Base Period: Twelve (12) months from the date of contract award

• Option Period 1: Twelve (12) months

• Option Period 2: Twelve (12) months

• Option Period 3: Twelve (12) months

• Option Period 4: Twelve (12) months

• Total Potential Contract Duration: Sixty (60) months (five years)

All services shall be performed at Fort Leonard Wood, Missouri, unless otherwise directed by the Contracting Officer (CO) or COR.

C.3. Specific Deliverables:

The contractor shall perform the following tasks to administer, maintain, operate, and repair Government AV/IT systems and peripheral equipment across all MSCoE G6 supported facilities at Fort Leonard Wood, Missouri:

AV/IT Classroom and Facility Support:

• Manage AV/IT-related helpdesk tickets and provide troubleshooting, including diagnosing hardware, software, network, and cybersecurity-related issues and coordinating repairs

• Coordinate AV/IT setups for events and training sessions, including pre-event site surveys, equipment testing, network readiness checks, and on-site support

• Perform installation, troubleshooting, and maintenance of AV/IT systems, including installing new equipment, configuring systems, and conducting preventive maintenance

• Maintain a comprehensive inventory of all AV/IT equipment, software licenses, and components

• Ensure all AV/IT systems remain compliant with applicable DoW and Army cybersecurity, IT, and information assurance standards

• Support AV/IT lifecycle management activities, including equipment refresh, software updates, and technology upgrades

C.3.1. Tier 1 Support

Definition:

Tier 1 support serves as the first point of contact for users experiencing AV/IT issues across MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. This level of support focuses on basic troubleshooting, phone-based assistance, remote support, and hands-on support for straightforward AV and IT problems. Tier 1 technicians shall be knowledgeable in common AV/IT systems, software platforms, network fundamentals, and user-facing technologies deployed across MSCoE G6 support facilities.

Responsibilities:

Phone and Remote Support:

• Answer user calls and provide immediate assistance for common AV/IT issues such as display problems, audio issues, network connectivity, software application errors, and basic equipment troubleshooting

• Guide users through step-by-step solutions over the phone or via remote desktop tools, ensuring clear communication and user understanding

• Utilize approved remote support tools to diagnose and resolve AV/IT issues without requiring an on-site visit when possible

• Support users with IT-related issues including account access, software functionality, and peripheral device connectivity

• Document all remote support interactions in the ticketing system

Ticket Management:

• Log all user issues in the designated ticketing system, categorizing them based on priority, complexity, and impact to mission

• Assign tickets to appropriate AV/IT technicians based on skill set and workload

• Escalate unresolved or complex AV/IT issues to Tier 2 support, providing detailed notes, diagnostic findings, and context for efficient resolution

• Monitor open tickets to ensure resolution within established contract timeframes and provide status updates to users

• Identify and flag recurring AV/IT issues for problem management review

Basic Hands-On Support:

• Perform simple hardware checks, such as verifying cable connections, restarting devices, checking power supplies, and inspecting AV signal paths and IT network connections

• Assist users with basic AV/IT setups, such as connecting projectors, adjusting audio levels, configuring display settings, establishing VTC connections, and connecting to network resources

• Replace consumable items such as batteries, cables, remote controls, and basic IT peripherals as needed

• Conduct basic software troubleshooting, including application restarts, driver updates, settings adjustments, and basic network connectivity diagnostics

• Support user account management tasks in coordination with MSCoE G6 IT staff

Examples of Tier 1 Tasks:

• Resolving projector connectivity issues

• Adjusting audio levels for classroom presentations

• Assisting with basic AV/IT equipment setup for classroom presentations

• Troubleshooting VTC connection issues for routine meetings

• Replacing faulty cables, remote controls, or IT peripherals

• Restarting unresponsive AV/IT control systems

• Assisting users with network connectivity issues

• Supporting basic software application troubleshooting

C.3.2. Tier 2 Support

Definition:

Tier 2 support handles more complex and technical AV/IT issues that require advanced expertise, specialized tools, and in-depth system knowledge across MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. This level of support focuses on equipment repair, replacement, programming, system integration, network configuration, and advanced troubleshooting. Tier 2 technicians shall possess advanced knowledge of AV/IT systems, control systems, network infrastructure, cybersecurity compliance, and integration technologies.

Responsibilities:

Equipment Repair and Replacement:

• Diagnose and repair faulty AV/IT hardware, including projectors, audio systems, display panels, control processors, network switches, servers, and workstations

• Replace damaged or outdated AV/IT equipment, ensuring compatibility with existing systems and compliance with Government-approved equipment lists

• Coordinate warranty repairs and vendor support for both AV and IT equipment as needed

• Maintain a spare parts inventory for AV/IT equipment to minimize system downtime

• Support IT hardware lifecycle management, including equipment imaging, configuration, and deployment

Programming and Configuration:

• Configure AV/IT systems to meet specific user and mission requirements, including custom audio settings, display resolutions, control system programming, network configurations, and integration with IT infrastructure

• Program AV control systems (e.g., Crestron, Extron, AMX) to support new or modified AV/IT configurations

• Integrate AV/IT systems with IT infrastructure, including AV network switches and collaboration platforms (e.g., Microsoft Teams, Zoom)

• Configure and maintain IT systems including workstations and AV network devices in coordination with MSCoE G6 IT staff

• Ensure all AV/IT configurations are documented and maintained in the AV/IT system documentation library

• Support software deployment, patch management, and system updates for AV/IT systems

Advanced Troubleshooting:

• Investigate and resolve complex AV/IT issues, such as system failures, software conflicts, signal outages, network-related AV/IT problems, and cybersecurity incidents

• Perform root cause analysis to prevent recurring AV/IT problems and improve overall system reliability

• Coordinate with MSCoE G6 IT staff and cybersecurity personnel to resolve issues at the network, system integration, and information assurance level

• Develop and implement corrective action plans for systemic AV/IT issues

• Support IT security compliance activities, including vulnerability assessments and remediation in coordination with the MSCoE G6 cybersecurity team

Examples of Tier 2 Tasks:

• Repairing a malfunctioning projector, audio system, or video wall

• Programming AV/IT control systems for large-scale events such as conferences or training sessions

• Installing and configuring new AV/IT equipment in classrooms, conference rooms, or event spaces

• Integrating AV/IT systems with Army network infrastructure at Fort Leonard Wood, Missouri

• Performing firmware updates and system patches on AV/IT equipment

• Conducting advanced VTC system configuration and troubleshooting

• Supporting IT system imaging, deployment, and configuration

• Conducting advanced collaboration platform configuration and troubleshooting

C.3.3. Help Desk Support:

The contractor shall maintain a fully staffed AV/IT Help Desk during all regular business hours to support AV/IT system users across all MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. The AV/IT Help Desk serves as the central point of contact for all AV/IT-related issues, service requests, and technical inquiries, encompassing both Audio Visual and Information Technology support needs.

Help Desk Responsibilities:

• Provide first-line support for all AV/IT issues, including diagnosing AV hardware problems, IT software issues, network connectivity problems, and providing solutions or coordinating on-site support as needed

• Support users with both AV-related issues (e.g., projectors, audio systems, VTC) and IT-related issues (e.g., software applications, network access, peripheral devices)

• Escalate complex AV/IT issues to Tier 2 support with complete documentation of all diagnostic steps taken

• Maintain a designated ticketing system to track all user requests, incidents, and service requests, ensuring timely resolution within established contract timeframes

• Provide regular status updates to users on the progress of their open AV/IT tickets

• Maintain a comprehensive knowledge base of common AV/IT issues and resolutions to support self-service troubleshooting

• Coordinate with the COR to report systemic issues, recurring problems, and trends identified through Help Desk data analysis

• Ensure all Help Desk interactions are professional, courteous, and mission-focused

• Support IT service management processes including incident management, problem management, and service request fulfillment

Contract Requirements; Priority Levels for AV/IT Support:

Priority 1 – Critical:

• Description: Mission-impacting AV/IT system failure that directly affects MSCoE G6 operations at Fort Leonard Wood, Missouri and requires immediate attention.

• Response Time: The contractor must respond within 15 minutes of receiving the issue.

• Resolution Time: The issue must be resolved within 2 hours to restore system functionality.

Priority 2 – High:

• Description: Significant degradation of AV/IT services that impact MSCoE G6 operations but does not completely halt mission activities.

• Response Time: The contractor must respond within 30 minutes of receiving the issue.

• Resolution Time: The issue must be resolved within 4 hours to restore full service.

Priority 3 – Medium:

• Description: Partial AV/IT system issue where a workaround is available, allowing MSCoE G6 operations to continue with limited functionality.

• Response Time: The contractor must respond within 2 hours of receiving the issue.

• Resolution Time: The issue must be resolved within 1 business day to restore full functionality.

Priority 4 – Low:

• Description: Minor AV/IT issue or general service request that does not impact mission-critical MSCoE G6 operations.

• Response Time: The contractor must respond within 4 hours of receiving the issue.

• Resolution Time: The issue must be resolved within 3 business days to address the request or resolve the problem.

C.3.4. Event Support:

The contractor shall provide comprehensive AV/IT event coverage during regular business hours and scheduled after-hours support at MSCoE G6 support facilities at Fort Leonard Wood, Missouri, with advance notice of at least seven (7) calendar days. Personnel availability for rehearsals, sound checks, IT network readiness checks, and pre-event walkthroughs are required for all supported events.

Event Support Tasks:

• Coordinate with event organizers, facility managers, and the COR to understand all AV/IT technical requirements and ensure all equipment and IT systems are set up, tested, and operational prior to the event

• Conduct pre-event site surveys and technical walkthroughs to assess both AV and IT requirements, identify potential issues, and develop mitigation plans

• Ensure network bandwidth, VTC connectivity, and collaboration platform access are verified and operational prior to each event

• Provide dedicated on-site AV/IT support during events to address any AV or IT technical issues in real time

• Ensure backup AV/IT equipment and contingency plans are in place for all major events

• Coordinate with MSCoE G6 IT staff to ensure network resources and IT infrastructure are adequate to support event requirements

• Conduct post-event evaluations to identify areas for improvement, document lessons learned, and ensure user satisfaction

• Submit a post-event summary report to the COR within three (3) business days following each event, documenting all AV/IT support activities, issues encountered, and resolutions

C.3.5. Training and User Support:

The contractor shall provide comprehensive operator training, troubleshooting assistance, and AV/IT system use support to all authorized users across MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. This includes maintaining up-to-date documentation, FAQs, and instructional resources covering both AV and IT systems to enhance user experience and promote self-sufficiency.

Training Responsibilities:

• Conduct scheduled and on-demand training sessions for users on the proper use of AV/IT systems, including classroom technology, VTC systems, collaboration platforms, IT software applications, and network resources

• Develop and distribute user guides, quick reference cards, FAQs, and video tutorials covering both AV and IT systems to support self-service troubleshooting and system operation

• Provide one-on-one support for users with specific AV/IT technical needs or accessibility requirements

• Maintain a training calendar and coordinate with the COR to schedule training sessions that minimize disruption to MSCoE G6 mission activities

• Update all AV/IT training materials within 30 calendar days of any significant AV/IT system change, upgrade, or new technology deployment

• Track training participation and provide training completion reports to the COR on a monthly basis

• Develop and maintain an AV/IT knowledge base accessible to all authorized users at Fort Leonard Wood, Missouri, including troubleshooting guides, system documentation, and best practices

C.3.6. Weekly, Monthly, and Annual Reports:

The contractor shall submit comprehensive reports documenting AV/IT system performance, maintenance activities, IT support operations, and overall service delivery in accordance with the following schedule:

Weekly Reports:

The contractor shall submit weekly progress reports to the COR every Monday at 1200 Local Time, covering the previous week's AV/IT support activities at MSCoE G6 supported facilities. Weekly reports should include:

• Summary of AV/IT system performance and availability across all supported facilities at Fort Leonard Wood, Missouri

• AV/IT ticket volume, resolution times, and contract compliance metrics

• Summary of events supported and any AV/IT issues encountered

• Outstanding tickets and escalated AV/IT issues

• IT system status updates, including any network or infrastructure issues

• User feedback and satisfaction data

• Any emerging AV/IT issues, risks, or concerns requiring COR attention

Monthly Reports:

The contractor shall submit monthly status reports to the COR within five (5) business days following the end of each calendar month. Monthly reports shall include:

• Detailed analysis of AV/IT system issues, maintenance activities, and resolutions for both AV and IT domains across MSCoE G6 supported facilities

• AV/IT ticket volume, resolution rates, and contract compliance trends

• Preventive maintenance activities completed for AV/IT systems

• IT system health status, including network performance, server availability, and software patch compliance

• Training sessions conducted, topics covered, and participation numbers

• AV/IT equipment inventory updates and procurement recommendations

• Cybersecurity compliance status and any identified vulnerabilities or remediation actions

• Recommendations for AV/IT system improvements or upgrades

• Summary of all special events supported during the month at Fort Leonard Wood, Missouri

Annual Reports:

The contractor shall submit annual reports to the COR within fifteen (15) business days following the end of each contract performance year. Annual reports shall include:

• Comprehensive review of AV/IT system performance throughout the contract performance year at MSCoE G6 supported facilities

• Summary of all major AV/IT projects completed, including scope, timeline, and outcomes

• Total AV/IT ticket volume, resolution rates, and contract compliance statistics for the year

• Summary of all training activities, user support provided, and knowledge base updates

• AV/IT equipment lifecycle assessment and replacement recommendations

• IT infrastructure assessment and technology refresh recommendations for Fort Leonard Wood, Missouri

• Cybersecurity compliance summary and recommendations for the upcoming year

• Lessons learned and best practices identified during the performance year

• Strategic recommendations for AV/IT system improvements and technology investments in the upcoming year

• Plans and priorities for the upcoming contract performance year

Part 3: Deliverables and Reporting Requirements

1. Help Desk Ticket Resolution

• Frequency: Ongoing

• Description: The contractor shall resolve all AV/IT-related help desk tickets within the established contract timeframes across all MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. This includes diagnosing issues, providing solutions, and escalating unresolved issues to Tier 2 or vendor/manufacturer support as necessary.

• Submission Deadline: Per established contract priority timeframes.

2. Event Support Plans

• Frequency: Per Event

• Description: The contractor shall provide a detailed written plan for AV/IT event support at MSCoE G6 support facilities. The plan must include personnel assignments, AV/IT equipment requirements, network resource allocations, setup timelines, and contingency measures to ensure successful event execution.

• Submission Deadline: At least seven (7) calendar days prior to the event.

3. Post-Event Summary Reports

• Frequency: Per Event

• Description: The contractor shall submit a post-event summary report documenting all AV/IT support activities, issues encountered, and resolutions for events held at MSCoE G6 supported facilities at Fort Leonard Wood, Missouri.

The report should also include lessons learned and recommendations for future improvements.

• Submission Deadline: Within three (3) business days following the event.

4. Preventive Maintenance Reports

• Frequency: Monthly

• Description: The contractor shall submit a report summarizing all preventive maintenance activities completed for AV/IT systems across MSCoE G6 supported facilities. The report must include details of equipment inspected, maintenance performed, and any identified issues or recommendations for corrective actions.

• Submission Deadline: Within five (5) business days after the end of each month.

5. Weekly Progress Reports

• Frequency: Weekly

• Description: The contractor shall submit a weekly progress report summarizing AV/IT system performance, ticket resolution times, user feedback, and any emerging issues across MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. The report must also include a summary of events supported during the week.

• Submission Deadline: Every Monday at 1200 Local Time.

6. Monthly Status Reports

• Frequency: Monthly

• Description: The contractor shall submit a detailed monthly status report analyzing AV/IT system issues, maintenance activities, and ticket resolution trends across MSCoE G6 support facilities. The report must also include recommendations for system improvements, updates on training activities, and equipment inventory updates.

• Submission Deadline: Within five (5) business days after the end of each month.

7. Annual Performance Reports

• Frequency: Annually

• Description: The contractor shall submit a comprehensive annual performance report summarizing AV/IT system performance, major projects completed and plans for the upcoming year across MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. The report must include ticket resolution statistics, training activities, equipment lifecycle assessments, and strategic recommendations for system improvements.

• Submission Deadline: Within fifteen (15) business days after the end of the contract performance year.

8. Training Completion Reports

• Frequency: Monthly

• Description: The contractor shall submit a report summarizing all training sessions conducted during the month at MSCoE G6 support facilities. The report must include topics covered, participation numbers, and user feedback. Updates to training materials and knowledge base resources must also be documented.

• Submission Deadline: Within five (5) business days after the end of each month.

9. Equipment Inventory Updates

• Frequency: Monthly

• Description: The contractor shall provide updates to the AV/IT equipment inventory across all MSCoE G6 supported facilities at Fort Leonard Wood, Missouri, including details of new equipment installed, equipment removed, and lifecycle assessments. The report must also include recommendations for equipment replacements or upgrades.

• Submission Deadline: Within five (5) business days after the end of each month.

Part 4: Quality Assurance Surveillance Plan (QASP)

C.4.1. Purpose:

The Quality Assurance Surveillance Plan (QASP) provides a structured approach for monitoring and evaluating contractor performance under this contract at MSCoE G6 supported facilities at Fort Leonard Wood, Missouri. The QASP ensures that:

• The contractor meets or exceeds the performance standards outlined in the PWS

• All AV/IT deliverables are completed on time and meet quality expectations

• Issues are identified and resolved promptly to minimize mission impact on MSCoE G6 operations

• Continuous improvement is encouraged through feedback and corrective actions

C.4.2. Performance Metrics:

The following performance metrics will be used to evaluate contractor performance at MSCoE G6 supported facilities:

Help Desk Support

• Performance Standard: Tickets resolved within contract priority timeframes

• Acceptable Quality Level (AQL): 95% compliance

• Surveillance Method: Random sampling and ticket system reports

Event Support

• Performance Standard: AV/IT systems operational and tested prior to event start

• Acceptable Quality Level (AQL): 100% operational readiness

• Surveillance Method: Direct observation and post-event reports

Preventive Maintenance

• Performance Standard: Scheduled maintenance completed on time

• Acceptable Quality Level (AQL): 100% completion rate

• Surveillance Method: Monthly reports and random inspections

Training and User Support

• Performance Standard: Training sessions conducted and user satisfaction ratings

• Acceptable Quality Level (AQL): 90% user satisfaction

• Surveillance Method: User surveys and training attendance logs

Reporting

• Performance Standard: Weekly, monthly, and annual reports submitted on time

• Acceptable Quality Level (AQL): 100% on-time submission

• Surveillance Method: Document review

System Availability

• Performance Standard: AV/IT systems operational during business hours

• Acceptable Quality Level (AQL): 99% uptime

• Surveillance Method: System monitoring and downtime logs

Cybersecurity Compliance

• Performance Standard: AV/IT systems compliant with DoW and Army standards

• Acceptable Quality Level (AQL): 100% compliance

• Surveillance Method: Compliance audits and security reviews

C.4.3. Surveillance Methods:

The Government will use the following methods to monitor contractor performance at

MSCoE G6 supported facilities at Fort Leonard Wood, Missouri:

1. Random Sampling: Randomly reviewing tickets, reports, and deliverables to ensure compliance with contract standards

2. Direct Observation: Observing contractor activities during events, training sessions, and maintenance operations at Fort Leonard Wood, Missouri

3. User Feedback: Collecting feedback from MSCoE G6 system users through surveys and interviews

4. Performance Reports: Reviewing weekly, monthly, and annual reports submitted by the contractor

5. System Monitoring: Using automated tools to monitor AV/IT system uptime, availability, and performance

6. Cybersecurity Audits: Conducting periodic reviews of AV/IT system compliance with DoW and Army cybersecurity standards

C.4.4. Corrective Actions:

If contractor performance falls below the Acceptable Quality Level (AQL) at any MSCoE G6 supported facility, the Government will:

1. Notify the contractor in writing of the identified deficiency and request corrective action

2. Require the contractor to submit a written corrective action plan within five (5) business days

3. Monitor the implementation of corrective actions to ensure timely and effective resolution

4. Document all recurring issues and escalate to the Contracting Officer (CO) for further action if performance does not improve within the agreed timeframe

Part 5: Personnel Qualifications and Certifications

C.5.1. General Requirements:

All contractor personnel providing AV/IT support services at MSCoE G6 supported facilities at Fort Leonard Wood, Missouri, shall meet the minimum qualifications and certification requirements outlined in this section. The contractor shall ensure that all personnel are qualified, trained, and certified prior to commencing work under this contract.

C.5.2. Tier 1 Technician Qualifications:

• Minimum of one (1) year of experience in AV/IT support or a related field

• CompTIA A+ certification or equivalent

• Basic knowledge of AV systems, including projectors, audio systems, and display panels

• Basic knowledge of IT systems, including workstations, peripherals, and network connectivity

• Strong communication and customer service skills

C.5.3. Tier 2 Technician Qualifications:

• Minimum of three (3) years of experience in AV/IT support or a related field

• CompTIA Network+ or Security+ certification or equivalent

• Certified Technology Specialist (CTS) certification preferred

• Advanced knowledge of AV control systems (e.g., Crestron, Extron, AMX)

• Advanced knowledge of IT infrastructure, including network switches, servers, and cybersecurity compliance

• Experience with VTC systems and collaboration platforms (e.g., Microsoft Teams, Zoom)

C.5.4. Key Personnel:

The contractor shall designate the following key personnel for this contract:

• AV/IT Program Manager: Responsible for overall contract performance and coordination with the COR at Fort Leonard Wood, Missouri

• Lead AV/IT Technician: Responsible for day-to-day AV/IT support operations at MSCoE G6 support facilities

• Help Desk Manager: Responsible for managing the AV/IT Help Desk and ensuring timely resolution of all user issues

Part 6: Security Requirements

C.6.1. Personnel Security:

All contractor personnel providing AV/IT support services at MSCoE G6 supported facilities at Fort Leonard Wood, Missouri shall meet the following security requirements:

• Possess a valid Secret security clearance or be eligible for a Secret clearance prior to commencing work

• Complete all required background investigations as directed by the Government

• Comply with all Fort Leonard Wood installation access requirements, including obtaining and maintaining a valid installation access badge

• Report any security incidents or concerns to the COR and MSCoE G6 security personnel immediately

C.6.2. Cybersecurity Requirements:

All contractor personnel shall comply with the following cybersecurity requirements:

• Comply with all applicable DoW and Army cybersecurity policies, regulations, and standards

• Complete annual cybersecurity awareness training as required by DoW and Army regulations

• Report all cybersecurity incidents affecting MSCoE G6 AV/IT systems to the COR and MSCoE G6 cybersecurity personnel within one (1) hour of discovery

• Ensure all AV/IT systems remain compliant with applicable DoW Information Assurance standards and Army cybersecurity requirements

Part 7: Place of Performance

C.7.1. Primary Place of Performance:

All AV/IT support services under this contract shall be performed at Fort Leonard Wood, Missouri, at MSCoE G6 support facilities. The primary location of performance includes, but is not limited to, the following locations:

• Fort Leonard Wood, Missouri

• Classrooms and training facilities supported by MSCoE

• Conference rooms and event spaces at Fort Leonard Wood, Missouri

• Any additional facilities designated by the COR during the period of performance

C.7.2. Remote Support:

The contractor may provide remote AV/IT support for applicable issues that do not require on-site presence. All remote support activities shall be conducted using Government-approved remote support tools and shall comply with all applicable DoW and Army cybersecurity requirements.

Part 8: Applicable Regulations, Standards, and References

C.8.1. Applicable Regulations and Standards:

The contractor shall comply with all applicable regulations, standards, and references, including but not limited to:

• Department of War (DoW) Instructions and Directives applicable to AV/IT support services

• Army Regulations (AR) applicable to AV/IT systems, cybersecurity, and information assurance

• NIST Special Publication 800-171: Protecting Controlled Unclassified Information in Nonfederal Systems and Organizations

• AVIXA Standards: Industry standards for AV system design, installation, and performance

• IEEE Standards: Applicable standards for network infrastructure and AV/IT systems

• Fort Leonard Wood installation-specific regulations and policies applicable to contractor operations

• MSCoE policies and directives applicable to AV/IT support services