Performance Work Statement.pdf

Performance Work Statement for

U. S. Naval Hospital Guam’s

Wireless Cellular Service Agreement

1.0 BACKGORUND

US Naval Hospital Guam (USNH Guam) has a requirement to award a Firm Fixed Price contract agreement for wireless cellular services to ensure mission critical support for mobile network connection is sustained without interruption. The USNH Guam’s intent is to utilize ninety (90) existing government owned smartphones under this agreement. Services under this procurement require coverage within the local area, the United States, and international countries for members of USNH Guam.

SCOPE

The scope of this contract covers the NH Guam's requirement for wireless and cellular telecommunications services [hereinafter, wireless telecommunications includes all commercially available wireless technologies and related operations], including related software, hardware, firmware and equipment. This contract shall provide a flexible means of meeting and sustaining NH Guam’s need for fast, safe, secure, dependable, and stable telecommunications services and equipment. The intent is to maintain NH Guam’s ability to communicate data, voice, text, pictures, and all other commercially available cellular services locally, domestically and while traveling globally to enable NH Guam to fulfill its duty of defending and protecting the United States of America and its citizens and providing care for our patients, war-fighters and beneficiaries. The contractor must provide an architecture and infrastructure that is capable of the highest standard of performance in the constantly evolving field of telecommunication and the challenges brought about by Acts of God and man. The contractor shall

Maintain cellular connectivity throughout the transition process to include maintaining current phone numbers or provide solutions to maintain cellular connectivity. The contractor shall have and maintain the highest standard of business ethics. It is expected that the resulting contracts and contractors keep current with ever changing technology over the life of their contract and provide the same to NH Guam via their contract.

2.0 PERFORMANCE OBJECTIVES

During the performance of the contract, the Government and the contractor will work together, towards shared goals and objectives. These goals and objectives include:

a. Obtaining commercially available Wireless Cellular Service for Ninety (90) existing government owned smartphones.

b. Maximizing areas of coverage, clarity and speed of service within the Marianas Region, outside and inside the 50 United States and foreign countries.

c. Providing a comprehensive Customer Service Approach that incorporates:

i. Providing recommendations for services that will allow for the effective management of Wireless Cellular service and Mobile Device usage within the scope of the contract.

ii. Providing Solutions regarding the repair, replacement, or upgrade of existing

Government owned Mobile Devices and addressing maintenance issues associated with the Mobile Devices.

d. Accommodating billing procedures and practices.

e. Providing consolidated and web-based summary reports with data elements for program, which include detailed information on costs incurred, numbers called, time of calls and underutilized/over utilized lines.

f. Monitoring charges on Cellular Mobile Device usage to ensure that cost limitations are enforced.

g. Providing coverage quality that is at least “Good” as defined herein table 2, Wireless Service

Metrics, for voice, data, email10T,10T texts, PTT, within the Marianas Region, outside and inside the 50 United States, and International as applicable.

3.0 Basic Plan Requirements

Description: This is a commercial acquisition for Wireless Cellular Services to include Voice, Data, SMS, and roaming for DoD members and employees at NH Guam. Specifically, Fifty (50)

DOMESTIC Voice and Data Plans and Forty (40) PREMIUM Voice and Data Plans for use with existing Government owned smart phones. The contractor shall provide all labor, management, supervision, tools, material, and equipment to perform all requirements described herein. The contract performance period will be for a base year of twelve months, plus an additional twelve month option period.

Wireless Requirements Inside and Outside of the U.S.

Government “Premium Service” and “International” subscribers may require global voice and data wireless communications services throughout the U.S. Pacific Command (USPACOM), U.S. European

Command (USEUCOM), U.S. Central Command (USCENTCOM), U.S. Africa Command

(USAFRICOM), U.S Northern Command (USNORTHCOM), and Southern Command

(SOUTHCOM) Areas of Responsibility (AORs). Global service includes wireless coverage throughout the 48 contiguous United States, Alaska, Hawaii, Puerto Rico, District of Columbia, U.S. Territories of

American Samoa, the Federated States of Micronesia, Midway Islands, Puerto Rico, U.S. Virgin

Islands, Afghanistan, Albania, Armenia, Australia, Austria, Azerbaijan, Bahrain, Belgium, Bosnia

Herzegovina, Bulgaria, Caribbean, Chile, China, Croatia, Czech Republic, Democratic Republic of

Congo, Denmark, Egypt, Estonia, Finland, Fiji, France, Germany, Ghana, Greece, Honduras, Hong

Kong, Hungary, Iceland, India, Iraq, Ireland, Israel, Italy, Japan, Kenya, Kuwait, Latvia, Libya, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Mozambique, Netherlands, New Zealand, Nigeria, Norway, Oman, Pakistan, Panama, Poland, Portugal, Qatar, Romania, Russia, Serbia, Singapore, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Turkey, Turkmenistan, United Arab Emirates, United Kingdom and Yemen, Ukraine, and Uzbekistan.

4.0 Services

The requirement is to have voice and data transmit over commercially available cellular networks using Mobile Devices to support the Government's mission. The Contractor's cellular and data networks shall provide subscribers with cellular capabilities for their Mobile Devices to be used for applications such as voice, data plans, short messaging services, multimedia messaging services, and

Internet services.

The cellular service requirements have been divided into two Wireless Option plans:

DOMESTIC PLAN

PREMIUM / INTERNATIONAL PLAN

Local/Domestic Combined Voice and Data Services

Both voice and data services shall be provided under a combined plan using a data and voice enabled device. Services shall be free from any restrictions resulting from peak/off peak time frames.

Free nationwide (includes from Guam to Continental US, Alaska, or Hawaii) long distance

Free domestic/local roaming (calls originating from Guam, Continental US, Alaska, or Hawaii will be considered domestic/local)

Unlimited Local Voice Unlimited Local SMS

Unlimited domestic nights and weekends specific times determined by commercial practice of Contractor

Unlimited mobile-to-mobile minutes within the same provider's cellular network

Commercially available standard features including voicemail, caller ID, caller ID blocking, call waiting, call forwarding and three-way calling

SMS Interworking with Instant Messaging (IM)

Emergency 911 services

Data services provide access to the internet and other packet-switched networks over a variety of cellular networks.

Premium / International Combined Voice and Data Services

Both voice and data services shall be provided under a combined plan using a data and voice enabled, device for use internationally as defined in Paragraph 3.0. Services shall be free from any restrictions resulting from peak/off peak time frames.

Table 1: Local / Domestic / Premium Data Services

1 Web Browsing The Contractor shall provide connection to the Internet for browsing

2 Web Client E-mail The Contractor shall provide access to web-based email (e.g.

POP3)

4 Text Messages The Contractor shall provide the ability to send and receive text messages

5 Instant Messages The Contractor shall provide the ability to send and receive instant messages

6 Data Transmission The Contractor shall provide the ability to send and receive data packets in any form not above (e.g., attachments)identified

7 FIPS 140-2 Compliance The Contractor shall provide the ability to send and receive data transmissions over its network to FIPS 140-2 Standards

(as outlined within current DoD Information Assurance (IA) policy DoDD 8100.2).subject

5.0 Technical Requirements

Coverage

Contractors shall work with designated Government points of contact (POCs) to identify areas requiring coverage enhancements and work toward improving coverage in targeted areas as they become identified.

Contractors are required to identify known FCC defined “dead zones”. The Contractor shall enhance coverage in targeted areas by means of cellular towers, antennas, COWs, repeaters, in-building solutions and other technology as it becomes available. The Contractor shall have a designated POC for this purpose and provide the contact information for that person. The Contractor shall offer Government-owned infrastructure options, where available, that reduce overall total cost of ownership. This infrastructure shall be carrier agnostic where possible. The Government retains the right to remove the

Government-owned infrastructure at any time. If removed by the Government the contractor shall not be held liable to provide additional service in an effort to replace lost services.

Contractors shall provide coverage maps and are required to be posted on end user websites. The coverage maps shall show coverage quality/speeds for voice, texting, PTT, data speeds, video downloading speeds. Coverage maps shall include areas within the Marianas Region, United States and outside the United States where applicable.

Although various coverage problems can occur (such as in-building limitations, weather impact, terrain foliage) the contractor will make every effort to support limited or loss of service requests. The offeror shall provide an in- building solution such as a repeater or femtocell like capability where recurring outages or loss of services occur. Government entities shall allow in-building solutions where feasible.

Standards

The Contractor shall work with the Government to document their network and product compliance with the following standards:

Table 2: DoD Directives

1. Information Assurance and Information Management of each Service Component

2. Use of Commercial Wireless Devices, Services, and Technologies in the Department of Defense

(DoD) Global Information Grid (GIG) (DoD Directive 8100.2)

31TUhttp://www.dtic.mil/whs/directives/corres/pdf/810002p.pdfU31T 3. Security Requirements for Cryptographic Modules (FIPS PUB 140-2). 3 Dec 2002

31Thttp://csrc.nist.gov/publications/fips/fips140-2/fips1402.pdf31T 4. Department of Defense (DoD) Chief Information Officer (CIO) Memorandum, Commercial

Mobile Device (CMD) Interim Policy

5. Security Technical Implementation Guides

31Thttp://iase.disa.mil/stigs31 T http://www.dtic.mil/whs/directives/corres/pdf/810002p.pdf http://csrc.nist.gov/publications/fips/fips140-2/fips1402.pdf http://iase.disa.mil/stigs

Wireless capabilities under this Service Agreement will carry non-sensitive programmatic and administrative traffic; Sensitive But Unclassified (SBU) traffic; and higher levels of sensitive and/or classified traffic that have been encrypted by Government subscribers. Therefore, the Contractor is required to provide basic security for all network services, network management, and information systems' and databases to support those network services. Such basic security shall include protecting all network services, information, Contractor infrastructure and information processing resources against threats, attacks, and/or failures of systems.

The Contractor shall identify 24x7x365 POCs to work network operations and security issues (e.g., network outages and security breaches) with Government Network Operations Centers. As part of its

Network Operations and Security function, the Contractor shall provide the ability to remotely "suspend" or "kill" phones and other wireless devices in the event of theft or loss.

Security Breach Requirements

The Contractor must report any breach, or incident reasonably believed to have been a breach, which may have exposed Government data to the appropriate agency. Contractor would contact the US Naval

Hospital Guam IMD's security manager immediately upon discovery.

POC: Trent Balent

Email: trent.a.balant.civ@mail.mil

Phone: 671-344-9369

Reasonable belief that a breach has occurred arises when:

Someone has received unauthorized access to data (including, but not limited to: non-public mail / e-mail to an unauthorized person, incorrect network access settings that are reasonably believed to have resulted in intrusion, inadvertent posting of information in electronic format or other non-hacking incidents)

Data acquisition has occurred (including, but not limited to, lost or stolen electronic equipment including

PDAs, laptops, desktop computers, storage media); Hacking (to be defined as a successful intrusion of computer systems via the network where it is indicated that Government data may have been downloaded, copied or otherwise accessed). Any other unauthorized/inappropriate access of Government data stored by the Contractor in any form. Access to the network, which could create a denial or degradation of service of DoD capabilities (e.g., spam or traffic overload). The Contractor must report any known or discovered security vulnerabilities, which have the potential to compromise the confidentiality, or integrity of data resident on, transmitted or received by cellular devices, and any peripherals, firmware, or software related to these devices provided to the Government

National Policy Directives

Cellular services and other service elements (technical and management and operations related) acquired shall comply with national policy throughout the life of the Service Agreement. The Contractor shall ensure that cellular services delivered comply with national policy directives that apply to the national telecommunications infrastructure. Specific national policy requirements include, but are not limited to:

Section 508, 1998 amendment to the Rehabilitation Act requires Agencies to make their information technology accessible to persons with disabilities. All electronic and information technology (EIT) procured under this service agreement must meet applicable accessibility standards at 36 CFR Part 1194, unless an exception exists, or unless and to the extent that individual standards cannot be met with mailto:trent.a.balant.civ@mail.mil products or services available in the commercial marketplace in time to meet delivery requirements. For the products and services that are available for ordering under the service agreement, the Contractor shall indicate whether each product or service is compliant or noncompliant with the accessibility standards at

36 CFR Part 1194, and the Contractor shall indicate where full details of compliance can be found (e.g., Contractor's, subcontractor's or other exact website location). The Contractor shall ensure that this information is kept current and that it is easily accessible by users. In order to facilitate compliance with accessibility standards at the time an order is issued, the Contractor shall, at the request of the

Government, propose a compliant equivalent substitute, if commercially available, within five working days for any EIT supply or service on contract that does not comply with 36 CFR Part 1194. Price will be negotiated with the ordering contracting officer. (Refer to Section 508; http://www.section508.gov).

6.0 Management and Operation

The following Management and Operations functions are assumed part of the Contractor's support. These functions are part of the Contractor's normal cost of doing business and are assumed to be provided at no additional cost.

Program Management

The Contractor shall establish a dedicated Program Manager (PM) that will be responsible for successful execution and ongoing management of this service agreement . The Contractor shall provide the name, contact information (including phone and e-mail address) for the PM, and alternate POCs that may be used in the event the PM is unavailable. Program management support includes, but is not limited to, the following: Serve as the contractor or the DoD Wireless Program Provide assistance with urgent request

(e.g., broken equipment, service interruptions, surge requirements, coverage issues).Assist with normal requests such as service changes or inquires. The Contractor shall provide customer service to

Government subscribers in support of pre- and post-sales issues, using dedicated Customer Service

Representatives (CSRs) specifically familiar with Government requirements and the details of this service agreement. CSRs shall be available via phone and e-mail from 7:00am to 5:00pm CHST, Monday through Friday. CSRs shall be responsible for resolution of ordering, service, billing, technical, and warranty and payment issues.

Charges

Paper invoices will not be utilized. Contractors shall make available an electronic invoice for all goods and services. The electronic invoice shall be in a format that can be automatically processed, as opposed to an image of the data (e.g., PDF or bitmap). A structured data file (e.g., xls or xlsx) is the preferred format for electronic invoice transmission. The electronic format used shall be such that a machine-to-machine interface can be used and not require manual intervention. Delivery of the electronic invoice shall be via secure means (e.g., Secure FTP, HTTPS, or s/mime e- mail attachments). Each individual charge (e.g., MRCs, airtime, feature charges, taxes, fees, surcharges) shall be broken out as a separate line item under each line of service. Date of applicability or the date that the charge was incurred shall be presented in a separate data field for each charge. The type of charge (e.g., recurring service, usage, equipment purchase) shall be indicated for each charge detail record. There shall be no overage charges to address, as all cellular service options are unlimited in quantity and restricted to local/domestic use, or unlimited in quantity and unrestricted in use worldwide. If Wide Area Workflow is the payment method, invoices shall be electronically loaded into the Defense Finance and Accounting System (DFAS) payment system http://www.section508.gov/

7.0 Invoicing

The bill will need to include the following information: A list of all the current phone numbers billed and broken down. Additionally, the format should be clear and understandable.

Timely and Accurate Invoicing

It is expected that all invoicing discrepancies shall be handled promptly to the satisfaction of the

Government and shown correctly on the bill by the next billing cycle. If the disputed portion on the invoice is not resolved within 90 days of written notification, that portion will become null and void and shall not be paid.

The Contractor shall provide a toll-free telephone number that is available between the hours of 7:00 am to 5:00 pm CHST Monday through Friday to address invoice inquires and disputed charges. All billing disputes must be submitted to Contractor in writing or electronically.

Payment of Invoices

Wide Area Workflow (WAWF)

The Contractor shall follow the WAWF Payment Instructions as outlined within the Terms and

Conditions of the contract DFARS 252.232-7006 Wide Area Workflow Payment Instructions.

8.0 Problem Resolution

The Contractor shall develop a formal problem resolution process that will be incorporated into the service agreement. The proposed process shall include a means to address the full range of potential problems including those surrounding product/service delivery, accuracy/integrity of data feeds, invoice and billing discrepancies, and any other potential issues that may arise. The Contractor's proposed problem resolution process shall include, at a minimum, the following key elements:

Dedicated Contractor POCs to receive initial calls regarding any problem and help route the caller to the proper person to address the problem. ·

Escalation Process: If the initial POC cannot resolve the Government subscriber's problem surrounding product/service delivery, accuracy/integrity of data feeds, invoice and billing discrepancies, and any other potential issues within 48 hours, the Government subscriber should contact an alternate POC via phone or e-mail to escalate the rectification of the issue.

Ability to track a problem from initial contact through the escalation process to resolution.

Outage Notification Process

The Contractor shall notify the Government when cellular coverage outages occur on the Contractor's network.

9.0 Quality Control

The Contractor shall develop a Quality Control Plan (QCP) and implement a quality control program to satisfy the specific requirements of the Specifications. The QCP shall initially identify potential problem areas and evolve over the life of the contract to incorporate identified problem areas based upon experience to develop an optimal QCP. The QCP shall be provided electronically to the Contracting

Officer not later than 10 business days after the signing of the agreement. The Contractor shall update the

QCP as required by the Government, but at least annually.

10.0 Performance Metrics

The Government will work with the Contractor to establish Key Performance Indicators (KPIs), which shall govern the services offered under the agreement. Any data collected regarding performance metrics that is marked as proprietary by the Contractor will be treated as such by the Government. Such data will not be released outside of the Government, will remain marked as proprietary when circulated internally, and will only be released within the Government to the minimum extent required to achieve the

Government's objectives.

Wireless Service Metrics

Performance metrics for wireless services shall include (but not be limited to) service availability and time to restore when service becomes temporarily unavailable.

“Good” coverage is indicated by performance at the following levels:

Table 3: Wireless Service Metrics

Key Performance

Indicator

Service Level Performance

Standard

(Threshold)

Acceptable

Quality Level

(AQL)

How it is Measured Reporting

Availability (Voice and Data )

Routine 99.5% >99.5% Average voice and data service availability for the

Contractor's network.

Semi-annually during the

IPRs

Time To Restore Without

Dispatch

4 Hours <= 4 Hours Average time to restore the

Contractor's network.

Semi-annually during the

IPRs With Dispatch 8 Hours <= 8 Hours

The Contractor will make all commercially reasonable efforts to achieve or exceed a 99.5% network (cell to switch) availability performance standard. The Contractor will provide the Government with measurements on the "Time to Restore" and "Availability, Voice and Data" metric, if requested by the

Government, at semi-annual contract review meetings.

Suspension and Termination of Agreement

If the Contractor fails to comply with the terms and conditions as set forth in this Service Agreement, the

Government will take the following steps.

Step 1: An initial written notice will be sent by the Contracting Officer to the Contractor outlining the areas where the Contractor has failed to perform. The Contractor shall have 10 days to formally respond addressing the areas of concern and describe the Contractor's corrective action plan.

Step 2: If the Contractor fails to respond and take corrective actions; a second written notice will be issued.

The notice will outline the outstanding issues and suspend all new orders under the Agreement until a response and corrective action plan is provided by the Contractor.

Step 3: If after Steps 1 and 2 above are taken and the Contractor fails to respond and take corrective actions, a written Agreement termination notice will be issued. The notice may contain the following information: The reasons for termination will be described in detail. A statement indicating that the termination notice is the Contracting Officer's final decision.

11.0 Government Transition Support

In support of the transition process, the Government will:

Assist the Contractor in identifying current subscribers not known to the Contractor for migration.

Assist with normal requests such as service changes or inquires, billing changes or inquiries, cancellations, equipment upgrades, customer transitioning and mobile number changes.

Transitioning from an existing contract to a new contract without a break in service and moving from existing contractor to a new contractor without a break in service. Contractor’s contract guide and transition guide shall be shown on the website.

The Contractor is responsible for ensuring customers are transitioned, with numbers ported, via a seamless process. The NH Guam Transition requirements for change of contractors are listed below.

Contractor shall provide support and appropriate technology to enable the transition of customers from existing contracts and Task Orders to the newly awarded Service Agreement, Migration shall be complete by start of next performance period. No termination fee or reactivation fee shall be assessed against any

Government user transferring from one contractor to another or from one contract [Task Order] to another. Migration shall begin upon award of Task Order / Agreement.

Contractors shall provide a Notice, in an electronic format via email (Word or Excel) that identifies existing end users by line, by order, to the Ordering Officer and others as identified on individual Task

The process should ensure that current users do not incur termination or other costs/fees as a result of the transfer/change of contractor. Each new contractor shall work with the predecessor contractor to ensure the transition occurs without a break in service.

In addition to the guide, contractors shall include porting instructions to be followed and the instructions shall be posted on the website. These instructions shall include the process from transferring contact information on current devices in use to the new devices that may be used.

All contractors shall, at the request of the Contacting Officer, send out a mass text message to all users that have been provided wireless services under an order against this contract. Only the Contracting

Officer may request an all-user mass text message. All handheld devices shall be capable of receiving these texts, and these texts shall be at no charge. The Contracting Officer shall provide message if and when a mass text is warranted.

The Contractor shall train their own employees on the new Contract requirements and the new processes to facilitate transition. Contractor will assist with the training of Government personnel requested by and coordinated with the Government.