Performance Work Statement for Mobile Phones and Service Agreement N6809622Q3004.pdf

Performance Work Statement for

U. S. Naval Hospital Guam’s

Mobile Device Service Agreement

A.1 BACKGROUND

This Mobile Device Service Agreement is needed to ensure mission critical support is sustained without interruption for Commercial Mobile Devices (CMD). Services under this procurement require coverage within the 50 United States and international countries for members of the Department of Defense (DoD) stationed within the Naval Hospital, 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 solution to maintain cellular connectivity if maintaining current phone numbers is not possible. 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.

A.2 PERFORMANC 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 and cell phone services/devices with the Government customer in mind.

b. Improving reporting requirements to ensure technical, cost effective usage within stated program ceiling

c. Working to maintain aggressive pricing that does not exceed the lowest price offered to other commercial entities, Federal, State, and Local Governments for like services.

d. Providing optimized rate plans able to incorporate price reductions occurring during the life of the contracts, as a result of technological improvements, marketplace competition, large volume usage and the combining of NH Guam requirements;

e. Improved pricing that optimizes rate plans and allows for easy assessment of cost and price effective solutions over the life of the contract;

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

g. Working to monitor, and minimize or eliminate over utilized and underutilized services under each Task Order.

h. Ensuring that current, commercially available supplies and services are provided during the life of the contract, including standard or state of the art technology, equipment and features.

i. Upgrading and refreshing services provided as new technology, equipment and features become available;

j. Providing mobile phone plans that allow users to select the best economic solution for their particular needs within the parameters of the contract.

k. Providing a comprehensive Customer Service Approach that incorporates:

i. Providing recommendations for services that will allow for the effective management of Cell Phone, Smartphone, Tablet and internet hotspot usage within the scope of the contract, in terms of plans, CMDs, and service features.

ii. Solutions regarding the repair, replacement, or upgrade of CMDs and addressing maintenance issues associated with the CMDs;

l. Accommodating billing procedures and practices that may vary between customers.

m. 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.

n. Monitoring charges on CMD usage to ensure that cost limitations are enforced.

o. Providing trend analysis and optimization recommendations based on new technologies, usage, trends

p. Providing coverage quality that is at least “Good” as defined herein Table 6, Wireless Service Metrics, for voice, data, email10T,10T texts, PTT, within the Marianas Region, outside and inside the 50 United States, as applicable.

Data Communication Services and CMDs are included in this solicitation e.g. Smartphone. All devices, hardware, and software that communicate with the various DoD systems shall be certified and compatible in accordance with the appropriate DoD service component’s requirements.

The various DoD service component’s policies regarding contracting or Wireless Service may change throughout the life of the contract. Contractors shall work closely with each of the DoD service component’s contracting and communications units to incorporate such changes as applicable.

Information properly marked, in accordance with FAR 52.215-1(e) (1) (2) and asserted to be proprietary and/or trade secret information, does not bind the Government. Federal Law, to wit, 5 USC 552, "The Freedom of Information Act (FOIA)" applies. The Government will nevertheless not release any FOIA requested contract information unless it has provided a meaningful opportunity to object. See FOIA, 5 U.S.C. 552(b) (3) and (4).

A.3 Basic Plan Requirements

Description: This is a commercial acquisition for cellular and wireless services for DoD members and employees in NH Guam. This agreement is for one basic smart phone device (voice and data) to include cellular services. Additional services and devices may be added over the life of the contract, via contract modification. Specifically, this acquisition is for a service agreement for a total of ninety

(90) Apple IPhone X or higher smart phones and cellular services - Fifty (50) Domestic Voice and Data Plans and Forty (40) Premium Voice and Data Plans. The contractor shall provide all labor, management, supervision, tools, material, and equipment to perform all requirements described herein for each Task Order. 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 and commercial off the shelf (COTS) wireless/cellular telephones/voice mail/smart phone/internet hotspot devices 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.

Mandatory Requirements Inside and Outside of the U.S.

In order to provide complete coverage, the Contractor shall provide CMDs and supporting services through parent operating companies, partner markets, affiliates, teaming arrangements, or subcontracting as necessary.

Devices may be provided with local phone numbers for the country in which they are to be used so that domestic calls made will not appear as long distance or international calls and long distance roaming charges are not incurred.

The following type of COTS device is required:

Full-featured, compact digital wireless phones, smart phones, and cellular devices.

Smart Phones. All devices provided must meet one (1) or more of the following technical criteria:

HSPA+, EVDO, UMTS, GSM, iDEN or other more advanced technology. Smart phones shall provide digital wireless cellular functionality in addition to state of the art functionality including but not limited to two-way wireless emailing and text messaging; World Wide Web (WWW) browsing;

camera and video-recording; Global Positioning System and mapping functionality; Wireless Local Area Network (WLAN) such as Wi-Fi, large capacity memory, and battery life; organizer functionality; and ability to synchronize with desktop/laptop calendar and address book. In addition, Smart Phones shall have a full QWERTY keyboard capability.

A.4 Products and Services

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

The requirements have been divided into two primary groupings:

Cellular airtime, to include voice-only, data-only and combined voice and data capability Commercial Mobile Device (Apple X or higher)

Each of these requirements is outlined in greater detail in the sections that follow.

Local/Domestic Voice-Only Services for cellular phones (not smart phones)

Voice-only service provides subscribers with cellular voice capabilities for their cellular phones.

Required Services and Features The following services and features are required to be included as part of the base price of rate plans for cellular voice service offered by the Contractor to the extent they are offered commercially by the Contractor:

All services listed below 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 Equipment using Voice-Only Services shall be formatted for use only within the Continental US, Guam, Alaska and Hawaii.

Local/Domestic Data-Only Services

All services listed below shall be free from any restrictions resulting from peak/off peak time frames.

Data services provide access to the internet and other packet-switched networks over a variety of cellular networks. Data services have-been divided into four primary offerings:

Cellular data-only services Cellular data for wireless modem cards Internet hotspot service Unlimited data access and usage for Guam, Continental US, Alaska, and Hawaii Cellular Data-Only Services The following Cellular Data Features shall be provided as part of the basic offering for all users.

Table 1: Local/Domestic Cellular Data-Only 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

Premium Data-Only Services

All services listed below shall be free from any restrictions resulting from peak/off peak time frames, as well as provide these services for use internationally as defined in Paragraph C.3..

Data services provide access to the internet and other packet-switched networks over a variety of cellular networks. Data services have-been divided into four primary offerings:

Cellular data-only services Cellular data for wireless modem cards Internet hotspot service Unlimited data access and usage for all locations defined in Paragraph C.3. Cellular Data-Only Services

The following Cellular Data Features should be provided as part of the basic offering for all users.

Table 2: Premium Cellular Data-Only 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 DoD 8100.2).subject

Local/Domestic Combined Voice and Data Services

Subscribers using CMDs with voice capability will require service plans that combine both voice and data capabilities. The voice aspect of the combined voice and data service offering shall satisfy the same requirements as the standard cellular voice-only service. The data aspect shall satisfy the requirements of the local cellular data-only service. 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. Data services have-been divided into four primary offerings:

Cellular data-only services Cellular data for wireless modem cards Internet hotspot service

Unlimited data access and usage for Guam, Continental US, Alaska, and Hawaii Cellular Data-Only Services

Premium Combined Voice and Data Services

Subscribers using wireless data devices with voice capability will require service plans that combine both voice and data capabilities. The voice aspect of the combined voice and data service offering shall satisfy the same requirements as the standard cellular voice-only service as well as provide these services for use internationally as defined in Paragraph A.3. without any additional roaming or usage charges. The data aspect shall satisfy the requirements of the premium cellular data-only service. 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.

Bundled Minutes Voice and SMS Services for CMDs

50,0000/30,000/20,000 shared minutes for use by multiple phone numbers Guam Only Voice Unlimited Guam Only SMS

Unlimited Guam Only nights/weekends

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

Unlimited Guam only Data

Unlimited Guam only Data Add-on for use with Bundled Minutes Voice Service or internet hotspots

Unlimited USA Data

Unlimited USA Data Add-on for use with Bundled Minutes Voice Service or internet hotspots

Limited Guam Only Data

5GB/10GB/15GB 4G Limited Guam Only Data Add-on for use with Bundled Minutes Voice Service or internet hotspots. If 4G coverage is not available, 3G Data will be used

Long Distance

Unlimited USA Long Distance Add-on for use with Bundled Minutes Voice Service or internet hotspots

Commercial Mobile Devices (CMDs)

A wireless CMD is defined as a unit of equipment, such as a cell phone, smart phone, and wireless data device running on the provider's cellular network. CMDs are composed of all necessary hardware, firmware, and software, and can be mobile; or in the case of infrastructure, fixed.

Specific CMDs shall include; as commercially available, the ability to interoperate with public safety networks. These devices can be excluded, as needed to meet commercial standards.

CMDs are separated into Standard mobile technology and Secure mobile technology.

The following capabilities are mandatory for all CMDs unless indicated otherwise:

The Contractor shall provide CMDs that are “Unlocked”. Unlocked is defined as, a CMD which is not restricted to use on one contractors network through software, hardware, or any other means. The CMD shall be capable of being utilized on any contractors’ network.

The Contractor shall provide and support commercially available CMDs (Including cell phones, wireless data devices, Internet hotspots, and tablets) with the characteristics and features needed to operate on their network.

The Contractor shall provide the Government with an equipment list of CMDs (e.g., cell phones, Internet hotspots, and tablets) and associated accessories and submit the list to the Contracting Officer for review.

The CMDs provided on the list must be on the Defense Information Systems Agency (DISA) approved products list (APL) for Multi-Function Mobile Devices (MFMD). The Government will review the list and make any necessary changes to ensure the products are compliant with Government policies and standards. The Government-approved list will then become the official equipment list of devices and associated accessories that will be available from the Contractor. The new approved list must be modified into the Service Agreement prior to use.

The Contractor shall propose revised equipment lists as needed to remain current with the latest technology. When proposing updates, the Contractor shall work with the Government, to the extent practicable; to minimize the total cost of ownership through maximizing the continued compatibility of previously purchased accessories with the proposed new devices.

The Contractor shall obtain permission from the Contracting Officer to ensure compliance with Government standards and requirements prior to making any updates or changes to any equipment list.

The Contractor shall provide standard, commercially available warranties for commercial mobile technologies (1 year).

The Contractor shall not offer extended warranties, loss/damage protection plans or other insurance on CMDs. DoD self-insures for these losses.

CMD shall be separately priced from cellular airtime and their costs shall not be included in the cellular airtime pricing.

Devices shall support, without device modification, the option of using a Government-owned and/or Government- operated cell network, or virtual cell network, during national emergencies, training exercises, and overseas requirements.

Smart phone end-to-end requirements from Unified Capability Requirements (UCR) 2008, Change 2, or current shall be incorporated into all appropriate CMDs.

A.5. 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 or deteriorated 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 3: 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)

3. Security Requirements for Cryptographic Modules (FIPS PUB 140-2).

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

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 has 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: David Benton Email: david.l.benton12.civ@mail.mil Phone: 671-344-9745

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 which 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 be in compliance with national policy throughout the life of the Service Agreement. The Contractor shall ensure that cellular services delivered are in compliance 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 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).

A.6 Management and Operation

The following Management and Operations functions are assumed to be 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 and 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 by the 16th business day of every month following the billed period. All invoices shall clearly state the IDIQ and Task Order number. If applicable, the period of performance shall also be included on the invoice. 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. Each charge detail record shall include a standard service description and the associated Exhibit Line Item Number (ELIN). 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

A.7 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. The phone number and job position should be listed side by side at the top of the bill

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.

Website Requirements

The Contractor shall provide a web site to facilitate the use and management of the service agreement. All web site requirements that are part of the company's current system functionality will be provided to the Government within sixty (60) days after date of signing. The company shall provide the Government with advance notice at least 14 business days prior to implementing any new enhancements or modifications to the company's web site.

The Contractor shall designate a primary POC to work with the Government to facilitate the implementation of the Contractor-managed web site discussed in this section. At the time of signing this service agreement, the company designates a POC for this purpose. Changes to the POC after award shall be submitted to the Contracting Officer in writing.

The Contractor shall provide a website to support the following activities:

Customer Service -The Contractor web site shall support subscriber service activities outlined in sections.

The Contractor shall provide answers and contact information for Customer Service Representatives.

Training -The Contractor web site shall provide electronic training materials in support of subscribers including end users, contracting officers and billing representatives.

Manuals -The Contractor web site shall provide online manuals for provided CMDs, as well as user manuals for all ordering, billing and payment functions.

Online Help -The Contractor web site shall provide online electronic training materials and other information and services to support Government subscribers, Contracting Officers and billing representatives, to the extent that they are available, including, but not limited to, the following:

Self-training in the use of the Contractor web site

Details of any new processes and procedures created in support of the service agreement

Training in the use of any commercially available auditing or reporting tools provided by the Contractor User manuals for approved Service Enabling Devices

Manuals and/or training for all ordering, billing and payment functions Answers to Frequently Asked Questions (FAQ) from Government subscribers

Posting of tips & techniques and productivity enhancements that are appropriate for the subscriber's devices and service

Posting of contact information for Contractor POCs

Information regarding the process for obtaining warranty service for devices and accessories

Billing -The Contractor web site shall support on-line bill review using a hierarchical structure as provided by the ordering office to allow bills to be reviewed at the following levels of aggregation:

Military Service MAJCOM/Region/Direct Reporting Unit/Field Operating Agency Base/Post/Unit Account Number The Contractor shall support incorporation of additional levels of bill viewing on the web page as required by Government.

The Contractor shall provide the capability to assign a tiered level of access to each user that specifies which levels in the hierarchy they are able to review. The company's web site shall allow all individual users, including those that are part of a consolidated/group invoice, to view only their individual bill and usage information on-line.

Billing data must include all fees or discounts and provide enough data to enable the customer to ensure the accuracy of a single charge.

Bills shall be accessible on-line for a minimum of 90 days.

Payment -The Contractor web site shall support on-line bill payment.

Interface Requirements

The Contractor shall support incorporation of new interface requirements, between the Contractor-managed web site and the Government system, throughout the performance period of the service agreement.

Training

The Contractor shall provide necessary online self-training in the use of the Contractor web site, new processes and procedures and any additional auditing or reporting tools in use by the Contractor.

A.9 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.

Proposed performance metrics for problem resolution (time to resolve) and proposed method for tracking and reporting these metrics listed in Table 7: Wireless Service Metrics.

Outage Notification Process

The Contractor shall notify the Government when cellular coverage outages occur on the Contractor's network. The expected Time To Restore (TTR) service metrics are identified in Table 6, Table of Performance Objectives and Section A.11, Performance Metrics.

In Process Reviews (IPRs)

Semi-Annual Site Visits

By entering into the IDIQ, the Contractor agrees to participate in semi-annual reviews with the Contracting Officer and his/her designated representatives. Exact dates and locations shall be coordinated with the IDIQ Contracting Officer. The purpose of these meetings will be to discuss the overall status and performance of the IDIQ. Topics covered in these reviews may include, but shall not be limited to:

Review of Contractor performance in each of the performance metrics outlined below in section Table 6.

Discussions regarding process improvements that may be undertaken by the Contractor, the Government, or both parties to create additional efficiencies or cost savings.

Review of equipment lists and service offerings, including planned technology enhancements, in support of ongoing refresh of devices and services offered under the Service Agreement.

Review of any invoicing, technical or other programmatic issues.

Telephonic Monthly Reviews

Throughout the performance period of this Service Agreement, Contractors shall participate in monthly In-Process Reviews (IPRs) when requested to address the current status of invoicing, technical, and programmatic issues. At a minimum, the Contractor’s Operations Administrator shall attend. Exact dates and locations will be determined through coordination between the specific Contracting Officer Representative (COR) and the Contractor.

Reporting Requirements

There are two (2) levels of reporting required

Level 1: Report overall billing which includes data for all numbers to Naval Hospital, Guam. The Contractor shall provide reporting data that spans across the entire Service Agreement.

Level 2: Report specific individual bills, listed in detail per charge, to each COR/End User number. The Contractor shall provide reporting data to the designated program manager CORs, which can be modified to provide each individual user a summary of their total usage and resulting total cost for each month.

The preferred method of delivery for the reports is via E-Mail. If unable to submit the report via E-mail, due to file size, other secure methods may be utilized. Please coordinate with the Service Agreement Contracting Officer on how reports will be delivered.

Program Level Usage Reporting

The Contractor shall provide detailed billing, usage details of all Government users, lines of voice, account numbers, installations with overages (i.e., voice, text, and data) and inventory data to the Government. The data shall be sent on a monthly basis in an electronic format that can be automatically processed as opposed to an image (e.g., PDF or Bitmap). A structured data file (e.g., xls or xlsx) is preferred and must be delivered via secure means (e.g., secure FTP, HTTPS, or s/mime e-mail attachment). The Contractor shall also provide the Government, to the extent offered to other similar customers, data analysis capability to be used for identification of savings opportunities such as rate plan optimization, enterprise spend management, and reduction of overage, roaming, and text messaging. The Contractor's web site shall provide on-line access to the management reports outlined or a report will be delivered electronically via an Excel document or Tab Delimited ASCII formatted file using current commercial practices.

Reports should be delivered via secure means (e.g., Secure FTP or HTTPS).

The Government will own the right to use all data provided by the Contractor. Any data marked as proprietary by the Contractor will be treated as such by the Government, unless a determination to the contrary is made by the Contracting Officer in accordance with the Data Rights clauses included herein.

The Government may identify specific third party contractors to conduct data analysis, which may include information at the individual account user level, and/or optimization efforts being provided on a monthly basis, in support of this Service Agreement. After receipt of written consent from the Contracting Officer, contractor will provide Consumer Proprietary Network Information to the specific third party contractor identified by the Contracting Officer in the written consent.

The Contractor shall capture and support reporting on the following data elements:

Service order number/Identifier (assigned by CAUI) Task order/job order number Period of Performance on the Task Order Customer account number (assigned by Contractor) Ordering Entity based on ordering web site hierarchy

Military Service

Naval Hospital Guam Information Management Department Account Number IMD Duty Tech (24 hour hotline) 671-483-9235

Billing POCs on the account Mailing address

Telephone number E-mail address User POCs on the account Mailing address Telephone number E-mail address

Contracting POCs on the account Bldg 50 Farenholt Ave Telephone number E-mail address

Type of plan (Flat Rate, extended, all-inclusive plan) Total lines of service purchased of each plan IDIQ Price of Rate Plan for each line of service A list of types and amount of taxes applied to each phone/pager line (Federal, State, E9 l l) Cost per minute and Total Cost of overages per phone/pager line (Unique CLIN for rate plan/price) Plan discount amount and total cost savings Usage details including, but not limited to: Total minutes used per month

Domestic long distance usage (if applicable) International Long Distance usage (if applicable) International roaming (voice and data) usage (if applicable) Country Code for International roaming (if applicable) Number of text messages (if applicable) Data usage (if applicable) Usage and overage data for all other features including SMS, MMS, PTT, and any other feature with ·a usage Product description listed by phone/pager number (where applicable) Type of Equipment with model number (e.g., BB/Cell Phone/Pager) International Mobile Equipment Identity (IMEI) Number Cost of equipment Quantity of equipment CLIN or part number(s)

Billing period start date Billing period end date List and explanation of any one-time charges Total Cost per phone/pager line Method of Payment-WAWF

The Contractor shall work with the Government to capture additional data elements that may be requested at a later date. If additional data elements are to be provided, as necessary, and the details of the data elements are to be defined following the Service Agreement, the company shall use reasonably commercial efforts to fulfill the Government request.

Program Level Coverage Reporting

Coverage reporting at the Program level will be used by a discreet number of authorized individuals for the purpose of working with the Contractor to identify detailed coverage capabilities for requested locations including, but not limited to, the areas in and around specified military installations. This information may be used to evaluate the best coverage options at a particular installation or identify target areas where the Government and the Contractor may work together to enhance existing coverage.

This detailed coverage information will be treated as proprietary if so marked by the Contractor.

Coverage reporting is due upon the issuance of the Service Agreement and updated annually. ·

The Government reserves the right to independently test the coverage, verify coverage maps and discuss any apparent discrepancies with the Contractor.

End User Reporting

The Contractor shall provide the following reports for individual account holders:

Usage Details

The usage detail report shall match each of the equipment and service charges to a corresponding CLIN and BAC (or Contractor assigned account corresponding to a single BAC). With the invoice, or as a separate data feed, the Contractor shall make available the usage details of all Government users by the 16th business day of every month following the period covered. These usage details are, for example, call details records (CDR) for wireless phone service and/or discrete data counts for data-oriented services.

The usage detail will be provided 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 submission of usage detail data. The electronic exchange mechanism will be such that a machine-to-machine interface can be used and not require manual intervention.

Delivery of the usage report shall be via secure means (e.g., Secure FTP, HTTPS, or s/mime email attachments). Additional data elements can be provided, as necessary, and the details of the data formats can be defined following the establishment of the Service Agreement

Device Purchases

Contractors shall make available an electronic report identifying, by CLIN, assigned telephone number and BAC, all wireless devices purchased each month. The device report shall be available by the 16th business day of each month. The electronic copy will 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 submission of device purchase data. The electronic exchange mechanism will be such that a machine-to-machine interface can be used without manual intervention, meaning that the exchange can be made from system-to-system without any manual input or manual manipulation.

Delivery of the purchase report shall be via secure means (e.g., Secure FTP, HTTPS, or s/mime email attachments). Each individual charge shall be broken out as a separate line item. At a minimum, the purchase records shall contain, but not be limited to, the following information about each device:

Ordering entity using the account hierarchy established on the ordering web site Item description

Purchaser Information (contact information for person placing the order) CLIN or unique part number(s) (where applicable) Purchase date Assigned telephone number (or other unique device identifier) Service order or Contractor assigned unique identifier (CAUI)

If additional data elements are to be provided, as necessary, and the details of the data formats are to be defined following the established agreement, the Contractor shall use reasonably commercial efforts to fulfill the government request.

Deliverables and Reporting requirements Table 4:

Table of Reporting Requirements

Title Format Method of Delivery

Due Date

1 Notification of System Changes/Upgrades

Microsoft Word or Excel

E-Mail Written notification 30 days prior to implementation to the COR

2 POC List: PM Alternate PM & CSRs

Microsoft Word or Excel

E-Mail Upon Signing agreement and send updates within the month of any change to the COR

Toll Free Number for Customer Support

Microsoft Word or

E-Mail Upon Signing of the agreement and send updates within the month of

Excel any change.to the COR Notification of Web Site Modifications

Microsoft Word or

E-Mail Upon Signing of the agreement and send updates within the month of

Excel any change to the COR Web Site POC Microsoft

Word or E-Mail Upon Signing of the agreement and send updates within the month of Excel any change to the COR

Dedicated Technical Microsoft E-Mail Upon Signing of the agreement and send POCs and Alternates Word or Excel updates within the month of any change to the COR Dedicated Problem Resolution POCs

Microsoft Word or

E-Mail Upon Signing of the agreement and send updates within the month of

Excel any change to the COR Program Usage Microsoft E-Mail or Monthly by the 16th business day Report Excel Secure Site following period covered to the

COR

Program Coverage Contractor Contractor Upon Issuance of the agreement and

COR

End User Usage Microsoft E-Mail or Due monthly by the 16th business Report Excel Secure Site day following period covered to the COR End User Devices Microsoft E-Mail or Due monthly by the 16th business Report Excel Secure Site day following period covered to the COR Quality Control Plan Microsoft E-Mail Within 10 business days of

Word or established agreement; updated Excel annually; Send update within the month of any change to the agreement.

A.10 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.