Product Work Statement.doc

PERFORMANCE WORK STATEMENT (PWS)

G6 OPERATIONS OFFICE (S0801)

ANNUAL MAINTENANCE SUPPORT FOR NON-SECURE VIDEO TELECONFERENCE SYSTEM SUITE

Marine Corps Logistics Base, Albany GA

UNITED STATES

Part 1

General Information

1. General: This is a non-personal services contract to provide Annual Maintenance Support for the Non-Secure VTC System Suite located at Marine Corps Logistics Command, Building 3700, Albany, Georgia. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1 Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform Annual Maintenance Support for the Non-Secure VTC System Suite as defined in this Performance Work Statement.

1.2 Background: Building 3700 was renovated for MARCORLOGCOM HQ personnel to inhabit. As a result of this renovation, the existing conference rooms were lost and restructured within the design of the new floor plans. As such, the G6 purchased and installed the new Video Teleconferencing (VTC) capabilities into the newly constructed conference rooms and the large common room on the first deck. Operations for the Video Teleconferencing in building 3700 are that all non-secure Shared Conference Rooms are controlled from a centralized location on the first floor. From this room G6/Operations Office Personnel manage and operate the VTC capabilities available to each room via a Master Control System. We request Maintenance Support for the Non-Secure VTC System Suite, which is comprised of 9 VTC capable rooms and 1 central Control Room located at Marine Corps Logistics Command, Building 3700, Albany, Georgia.

1.3 Objectives: The Contractor shall provide the maintenance and technical support services below for all equipment and software covered under the USMC Logistics Command project:

1.3.1 Technical Support Services

· The Contractor shall provide all technical and installation support, to include device programming/configuration for the device to remain operable.

· The Contractor shall be equipped with specialized tooling and lab support systems designed for remote diagnostics, testing and direct network access where applicable.

· Trained and certified video and network engineers shall be available for end user and field engineer technical support. This support encompasses telephone technical support, diagnosis, repair, parts replacement, and loaner components, as well as field engineer dispatch, as required.

· The Contractor shall provide 24x7 toll-free telephone Help Desk support to Room Facilitators/Government-Designated Representatives for problem identification and resolution.

· Upon notification of a system breakdown, the Contractor’s Help Desk technicians will respond to Site Facilitator/Point of Contact (POC) within one hour via telephone or VTC to begin troubleshooting.

· The Contractor shall determine system-level operational status of the systems, localize system problems, and communicate the impacts of system problems on the overall system mission to the Site Facilitator/POC.

· If the fault is with network equipment or with proprietary equipment, the Contractor shall interface with other Contractor personnel or network personnel to resolve the problem.

· The Contractor shall maintain spare parts inventory to meet the performance of this PWS. All parts/devices shall be in compliance with approved product list.

· The Contractor shall have technical knowledge, skills and technical abilities to perform maintenance on the Non-Secure VTC System Suite equipment (current and replacement).

1.3.2 Preventative Maintenance

· The Contractor shall conduct two (2) Preventive Maintenance (PM) visits required to maintain the operational readiness of the Non-Secure VTC System Suite. A schedule of the visits will be developed and coordinated with the Point of Contact (POC). During the PM site visit there will be users familiar with the system available to the Contractor.

During the Preventive Maintenance visit the vendor shall/may perform maintenance as listed below:

(1) Inspect and perform applicable level of preventative maintenance to ensure system is operable; minimally completed once a quarter.

(2) Ensure applicable/certified/approved firmware is current with USMC approved versions within 2 days of notification/approval from hardware vendor and/or Government

(3) Ensure hardware and VTC configurations are current and properly backed up

(4) Maintain change log in the Central Control Room for the Non-Secure VTC System Suite.

(5) Maintain security posture in accordance with USMC CyberSecurity Guidance/direction

1.3.3 On-Site Support

If within four (4) hours a problem cannot be resolved via the Contractor Help Desk, the technician will dispatch a field engineer directly to Marine Corps Logistics Command, Albany, Georgia to continue troubleshooting and to attempt to restore the system to full operational status.

Critical Spaces

Dispatch will occur within one (1) business day. Services shall be restored within one (1) business day after technician arrives. Critical spaces are located in the following areas:

· Control Room

· Room # 324 Non-Critical Spaces Dispatch will occur within three (3) business days of the determination of need for the dispatch. Services shall be restored within two (2) business days after the technician arrives. Non-critical spaces are located in the following areas:

· Room # 141

· Room # 165

· Room # 224

· Room # 253

· Room # 313

· Room # 353

· MultiPurpose Room (Room #105)

1.3.4 Corrective Maintenance - Corrective maintenance incidents are assigned a ticket number, which will be relayed to the site facilitator when a problem is reported. The generated ticket will include the date when the trouble was initially reported; identity of the specific system, subsystem, component, or unit affected; and the problem and/or effective methods used to isolate the problem and effective parts used in the repair. When a trouble ticket is resolved the technician records the date when the maintenance item was closed, and name of the site facilitator verifying completion in the room’s service order history.

1.3.5 Documentation Database – The Contractor shall establish and maintain an up-to-date database for all preventative and corrective maintenance actions pertaining to the facilities. The database will consist of all maintenance records, room inventory, repair information and “As-Built” drawings. The database will be submitted to the Government within 3 days upon request.

1.4 Scope: To provide maintenance support for the LOGCOM Albany, GA Building 3700 Non-Secure VTC System Suite.

LOGCOM Albany, GA, Bldg 3700 Non-Secure VTC System Suite consists of:

· Control Room

· VTC Rooms (9), devices, hardware and programming to maintain operable VTC services for Bldg. 3700’s Non-Secure VTC System Suite.

1.5 Period of Performance: The period of performance shall be for one (1) Base Year and 2 Option Years with Periods of Performance as follows:

1.5.1 Base Year - 1 April 2020 – 31 March 2021

1.5.2 Option Year 1 - 1 April 2021 - 31 March 2022

1.5.3 Option Year 2 - 1 April 2022 – 31 March 2023

1.6 General Information

1.6.1 Quality Control: The Contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s quality control plan (QCP) is the means by which he assures himself that his work complies with the requirement of the contract. After Government acceptance of the QCP the Contractor shall receive the contracting officer’s acceptance in writing via electronic media (email, CD/DVD, FAX) of any proposed change to his QCP.

1.6.2 Quality Assurance:

Next business day on-site shall include all parts, labor, and travel.

1.6.2.1 The Government’s Quality Assurance Program (QAP) may evaluate the Contractor’s performance any time during the duration of this contract. Inspections will be conducted in accordance with the Performance Plan (Plan) with the intent of verifying compliance with contract requirements and performance within the performance thresholds included in the Services Summary (SS). The assessment/evaluation methods identified in the Plan, in concert with the Contractor’s quality control procedures, will assure the Government of satisfactory Contractor performance. Government QAP may use the Contractor’s QCP combined with the QAP as the basis for their evaluations. Following contract award, the Plan will be reviewed to ensure it will work cooperatively with Contractor’s QCP, but not duplicate its provisions. The Plan is a living document, and may change throughout the life of the contract to ensure contract standards are met. QAP will record all assessment observations. When observation indicates defective performance, the QAP will require the contract manager or representative at the site to initial the observation. This initialing of the observations does not necessarily constitute concurrence with the observation only acknowledgment that he or she has been made aware of the defective performance. If performance defects are identified and validated by QAP, the Contractor shall be provided the opportunity to re-perform. Disputes between QAP and Contractor personnel over performance standards shall be referred to the contracting officer for final determination. The Government reserves the right to inspect tasks not shown on the SS.

1.6.2.2 Acceptable Performance. Acceptable performance is achieved when performance meets or exceeds the minimum contract performance standard(s).

1.6.2.3 Unacceptable Performance. Unacceptable Performance exists when the Contractor does not meet the minimum contract performance standard(s). Re-performance of unacceptable services at no additional cost to the Government is the preferred course of action the Government will seek when appropriate.

1.6.2.4 Unacceptable performance re-performed by the Contractor and Acceptable to the QAP will not be considered a defect. However, unacceptable performance not corrected with the specified time frame or re-performed and still considered unacceptable by the QAP will be considered a “defect.” If services are unacceptable more than three times that the Contractor must conform to the contract or the contract is null and void immediately.

1.6.2.5 Re-performance. When service performed does not conform to contract requirements, the Contractor shall re-perform the service in conformity with the contract specifications at no additional cost to the Government. Re-performance of the services shall commence immediately upon notification by the contracting officer’s representative and the Contractor shall have a sufficient workforce dedicated to ensure corrections are accomplished by the time frame specified by the contracting officer’s representative without degradation of normal services.

The Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). The QASP is primarily focused on what the Government must do to ensure the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.6.3 Recognized Holidays: Contractor is not required to perform services on holidays.

New Year’s Day

Labor Day

Martin Luther King Jr.’s Birthday

Columbus Day

President’s Day

Veteran’s Day

Memorial Day

Thanksgiving Day

Independence Day

Christmas Day

1.6.4 Hours of Operation: The Contractor is responsible for conducting business, between the hours of 0730 – 1700 Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. Federal Holidays shall be defined as the current 10 federal holidays set by law under U.S. Code Title 5 Section 6103. This shall not apply to Executive Orders that declare certain days or portions of days of the year to be Holidays for Federal employees only.

1.6.5 Place of Performance: The work to be performed under this contract will be performed at Marine Corps Logistics Command, Building 3700, Albany, Georgia.

1.6.6 Type of Contract: The Government will award a Firm Fixed Price contract.

1.6.7 Security Requirements: N/A

1.6.8 Physical Security: The Contractor shall be responsible for safeguarding all Government equipment, information and property provided for Contractor use. At the close of each work period, Government facilities, equipment, and materials shall be secured. There must be Government personnel present at all times when Contractors are working on-site.

1.6.9 Key Control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting Officer.

1.6.9.1 In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor.

1.6.9.2 The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting Officer.

1.6.10 Special Qualifications: N/A

1.6.11 Post Award Conference/Periodic Progress Meetings: If required, the Contractor agrees to attend any post award conference convened by the Contracting activity or Contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The Contracting Officer (KO), Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance. At these meetings the KO will apprise the Contractor of how the Government views the Contractor's performance and the Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.6.12 Contracting Officer Representative (COR): If required, the (COR) will be identified and appointed by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of Government furnished property, and provide site entry of Contractor personnel. An appointment letter will be issued by the KO to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.13 Identification of Contractor Employees: Contractor personnel shall wear a Contractor badge that is in view at all times in the performance of this contract.

1.6.14 Contractor Travel: The Contractor will be required to travel to Albany, Georgia to perform Preventative Maintenance, and any on-site repairs as required. Contractor will be authorized travel expenses consistent with the substantive provisions of the Joint Travel Regulation (JTR) and the limitation of funds specified in this contract. All travel requests should be sent to the COR for Government approval/authorization prior to traveling.

1.6.15 Other Direct Costs: This category includes travel outlined in 1.6.14.

1.6.16 Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not void any other Government rights.

1.6.17 Organizational Conflict of Interest: Contractor and sub-Contractor personnel performing work under this contract may receive, have access to, or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may effect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.18 Safety

1.6.18.1 Marine Corps Logistics Command (LOGCOM) is in the process of pursuing OSHA Voluntary Protection Programs (VPP) recognition, or has already received VPP recognition from OSHA. VPP affects all applicable contractors operating on site. It is the contractor's responsibility to ensure its employees and managers are in full compliance with OSHA requirements and have a general understanding of VPP. All contractors, whether regularly involved in routine site operations or engaged in temporary projects such as construction or repair, must follow the safety and health rules of LOGCOM. Detailed information on VPP is available on the OSHA website at http://www.osha.gov/dcsp/vpp/index.html. The contractor shall comply with commercial safety standards as identified by the Occupational Safety and Health Administration. The contractor shall comply with all Federal, State, Department of Defense (DoD), Navy, Marine Corps (MC), and local rules and regulations to include but not limited to Occupational Safety and Health Administration (OSHA) Standards, National Fire Protection Association (NFPA) Standards, Navy Marine Corps Directive (NAVMC DIR) 5100.8x, Marine Corps Order (MCO) 5100.8x, and MARCORLOGCOMO (LCO) 5100.8x. The contractor must have a written Safety Plan and submit it to the contracting officer representative (COR) for review and approval by the Contracting Officer within ten (10) calendar days after contract award. In addition to the requirements listed above, the contractor’s written Safety Plan shall, as a minimum, address the following:

1. Mishap reporting procedures

2. Weekly safety meetings

3. Employee training requirements

4. Monthly safety inspections

5. Requirements for subcontractors to comply with the safety provisions of this contract

1.6.18.2 Additional Safety requirements:

1.6.18.2.1 Applicable Contractors: These requirements apply to contractors, subcontractors, and their employees or agents.

1.6.18.2.2 Days Away, Restricted, and or Transfer Case Incident Rate (DART): Number of recordable injuries and illness cases per 100 full-time employees resulting in days away from work, restricted work activity, and/or job transfer that a site has experienced in a given period.

1.6.18.2.3 Total Case Incidence Rate (TCIR): Total number of recordable injuries and illness cases per 100 full-time employees that a site has experienced in a given period.

1.6.18.2.4 Contractors must submit their 3-yr TCIR and DART rates as part of their proposal in order for the proposal to be considered technically acceptable.

1.6.18.2.5 As soon as reasonably possible but no later than 24 hours of any mishap or incident resulting in personal injury (OSHA recordable) and/or significant property damage while performing work authorized by this contract, the contractor shall notify the following:

1. The activity’s Safety Representative – Name/Phone Number: ________________________________;

2. The COR (if applicable);

3. The Contracting Officer;

4. LOGCOM Environmental Health and Safety (EH&S) office. A written report of the mishap/incident shall be sent within 24 hours to EH&S/S11. Contact 229-639-5402 or email smblogcomie@usmc.mil;

5. Installation Safety Office, Marine Corps Logistics Base, Risk Management Office 639-5249.

1.6.18.2.6 Mishap notifications shall contain, as a minimum, the following information:

1. Contract Number, Name of Company, and Name and Title of Person(s) Reporting

2. Date, Time, and exact location of accident/incident

3. Brief narrative of accident/incident (Events leading to accident/incident)

4. Cause of accident/incident, if known

5. Estimated cost of accident/incident (material and labor to repair/replace)

6. Nomenclature of equipment and personnel involved in accident/incident

7. Corrective actions (taken or proposed)

8. Other pertinent information

1.6.18.2.7 Contractor must fully cooperate with LOGCOM safety personnel during safety inspections of the workplace and inspections of required documentation.

1.6.18.2.8 Safety requirements listed in this package that do not relate to the contractor’s operations or services may be waived by the Contracting Officer. Objections made by the contractor must be reported to the Contracting Officer within 10 days of contract award. Objections will be considered on a case-by-case basis.

1.6.18.2.9 Smoking and the use of tobacco products is allowed in designated areas only.

1.6.18.2.10 All vehicle operators and passengers of contractor and privately owned vehicles are required to wear seatbelts while their vehicle is in operation on the installation and/or performing work under this contract. The use of seatbelts is also required on all mobile construction equipment operating on the installation and/or performing work under this contract.

1.6.18.2.11 All vehicle operators and passengers are prohibited from using a cell phone, personal digital assistant (PDA), or Blackberry™, unless the vehicle is safely parked or the operator is using a hands-free device. The use of portable headphones, earphones, or other listening devices (except for hand-free cell phones) while operating a motor vehicle is also prohibited.

1.6.18.2.12 Should an accident occur and in the event the US government investigates the mishap, the contractor and subcontractors shall cooperate fully and assist government personnel during the investigation period. Instructions pertaining to the assistance required from the contractor in support of an investigation and the point of contact of the LOGCOM safety personnel involved in an investigation will be provided by the COR or the Contracting Officer.

1.6.18.2.13 In support of the annual VPP LOGCOM HQ self-assessment, applicable contractor shall submit the following information no later than February 1 of each calendar year:

1. Name of Contractor

2. Total Work Hours during the previous calendar year

3. Total number of OSHA Recordable Cases

4. TCIR

5. Number of Cases involving days away from work, restricted activity or job transfer

6. DART

7. Three Year Rate (current CY plus the 2 prior years if contracted with LOGCOM during those 2 years)

This contract information must be forwarded to the following persons:

8. The activity’s Safety Representative – Name/Phone Number: _________________________;

9. The COR (if applicable);

10. The Contracting Officer;

11. LOGCOM Environmental Health and Safety (EH&S) office. Contact 229-639-5402 or email smblogcomie@usmc.mil.

PART 2

DEFINITIONS & ACRONYMS

2. Definitions and Acronyms:

2.1 Definitions:

2.1.1 Contractor. A supplier or vendor awarded a contract to provide specific supplies or services to the Government. The term used in this contract refers to the prime.

2.1.2 Contracting Officer. A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

2.1.3 Contracting Officer’s Representative (COR). An employee of the U.S. Government appointed by the Contracting Officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4 Cybersecurity. Cybersecurity is the body of technologies, processes and practices designed to protect networks, computers, programs, and data from attack, damage, or unauthorized.

2.1.5 Defective Service. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.6 Deliverable. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2.1.7 Physical Security. Actions that prevent the loss or damage of Government property.

2.1.8 Quality Assurance. The Government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.9 Quality Assurance Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of Contractor performance.

2.1.10 Quality Control. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.11 Work Day. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.12 Work Week. Monday through Friday, unless specified otherwise.

2.2 Acronyms:

COR

Contracting Officer Representative

DART

Days Away, Restricted, and or Transfer Case Incident Rate

DOD

Department of Defense

FAR

Federal Acquisition Regulation G6

Communications & Information Systems

HQ

Headquarters (Marine Corps)

KO

Contracting Officer

LCO

Marine Corps Logistics Command Order

LOGCOM

Logistics Command

MARCORLOGCOM

Marine Corps Logistics Command

MCO

Marine Corps Order

NFPA

National Fire Protection Association

OCI

Organizational Conflict of Interest

ODC

Other Direct Costs

OSHA

Occupational Safety and Health Administration

PDA

Personal Digital Assistant

POC

Point of Contact

PRS

Performance Requirements Summary

PWS

Performance Work Statement

QA

Quality Assurance

QAP

Quality Assurance Program

QASP

Quality Assurance Surveillance Plan

QC

Quality Control

QCP

Quality Control Program

TCIR

Total Case Incidence Rate

TE

Technical Exhibit

US

United States

USMC

United States Marine Corps

VPP

Voluntary Protection Programs

VTC

Video Teleconference

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1 The Government shall assign roles and responsibilities for individuals who will be responsible for the planning, system administration, and coordination of activities.

3.2 The Government shall provide escorts for vendor maintenance personnel to fulfill specified-contract requirements.

3.3 The Government shall provide secure storage for all equipment deliveries from the vendor.

3.4 The Government VTC Site Facilitator(s) shall work with vendor’s Technical Assistance Center personnel in a reasonable effort to troubleshoot and isolate problems prior to the vendor dispatching a technician or engineer to the Government site.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The Contractor shall furnish all office supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS. The Contractor will not be reimbursed for normal cost of doing business. This includes, but is not limited to, personnel, administrative costs, Contractor owned equipment, automotive cost, training, day-to-day office supplies and any items determined by the contracting officer.

4.2 Secret Facility Clearance: NA

4.3 Materials: NA

4.4 Equipment: NA

Part 5

SPECIFIC TASKS

5. Specific Tasks

5.1. Basic Services.

5.2. Objectives: The Contractor shall provide the maintenance and technical support services below for all equipment and software for the Bldg 3700 Non-secure 3700 VTC System Suite.

5.2.1. Technical Support Services

· The Contractor shall provide all technical and installation support.

· The Contractor shall be equipped with specialized tooling and lab support systems designed for remote diagnostics, testing and direct network access. .

· The Contractor shall provide trained and certified video and network engineers that shall be available for end user and field engineer technical support. This support encompasses telephone technical support, diagnosis, repair, parts replacement and loaner components, as well as field engineer dispatch, as required.

· The Contractor shall provide 24x7 toll-free telephone Help Desk support to Room Facilitators/Government-Designated Representatives for problem identification and resolution.

· Upon notification of a system breakdown, the Contractor’s Help Desk technicians shall respond to Site Facilitator/Point of Contact (POC) within one hour via telephone or VTC to begin troubleshooting.

· The Contractor shall determine system-level operational status of the system, localize system problems, and communicate the impacts on the overall system mission to the Site Facilitator/POC.

· The Contractor shall interface with other Contractor personnel or network personnel to resolve problems if the fault is with network equipment or proprietary equipment,

· The Contractor shall maintain spare parts inventory to meet the performance of this PWS. All parts/devices shall be in compliance with approved product list.

· The Contractor shall have technical knowledge, skills and technical abilities to perform maintenance on the Non-Secure VTC System Suite equipment (current and replacement).

5.2.2 Preventative Maintenance

· The Contractor shall conduct Preventive Maintenance (PM) required to maintain the operational readiness of the Non-Secure VTC System Suite. A schedule of the visits will be developed and coordinated with the Point of Contact (POC). During the PM site visit there will be users familiar with the system available to the Contractor.

During the Preventive Maintenance visit the Contractor shall perform maintenance as listed below:

(1) Inspect and perform applicable level of preventative maintenance to ensure system is operable; minimally completed once a quarter.

(2) Ensure applicable/certified/approved firmware is current with USMC approved versions within 2 days of notification/approval from hardware vendor and/or Government

(3) Ensure hardware and VTC configurations are current and properly backed up.

(4) Maintain change log in the Central Control Room for the Non-Secure VTC System Suite.

(5) Maintain security posture in accordance with USMC CyberSecurity Guidance/direction

5.2.3 On-Site Support

If within four (4) hours a problem cannot be resolved via the Contractor Help Desk, the Contractor shall dispatch a field engineer directly to Marine Corps Logistics Command, Albany, Georgia to continue troubleshooting and to attempt to restore the system to full operational status.

Critical Spaces

Dispatch will occur within one (1) business day. Services shall be restored within one (1) business day after technician arrives. Critical spaces are located in the following areas:

· Control Room

· Room # 324

Non-Critical Spaces

Dispatch will occur within three (3) business days of the determination of need for the dispatch. Services shall be restored within two (2) business days after the technician arrives. Non-critical spaces are located in the following areas:

· Room # 165

· Room # 141

· Room # 224

· Room # 253

· Room # 313

· Room # 353

· MultiPurpose Room (Room #105)

5.2.4 Corrective Maintenance – The Contractor shall create and assign a trouble ticket for corrective maintenance incidents. All pertinent information shall be relayed to the site facilitator when a problem is reported. The generated ticket will include the date when the trouble was initially reported; identity of the specific system, subsystem, component, or unit affected; and the problem and/or effective methods used to isolate the problem and effective parts used in the repair. When a trouble ticket is resolved the technician records the date when the maintenance item was closed, and name of the site facilitator verifying completion in the room’s service order history.

5.2.5 Documentation Database – The Contractor shall establish and maintain an up-to-date database for all preventative and corrective maintenance actions pertaining to the facilities. The database will consist of all maintenance records, room inventory, repair information and “As-Built” drawings. The database will be submitted to the Government five (5) business days after each maintenance visit or the Contractor’s Help Desk Support Team. .

PART 6

APPLICABLE PUBLICATIONS

6. Applicable Publications (Current Editions)

6.1. The Contractor shall abide by all applicable regulations, publications, manuals, and local policies and procedures.

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7. Attachment/Technical Exhibit List:

7.1. Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

7.2. Attachment 2/Technical Exhibit 2 – Deliverables Schedule

7.3 Attachment 3/Technical Exhibit 3 – Quality Assurance Surveillance Plan

TECHNICAL EXHIBIT 1

Performance Requirements Summary The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective

(The Service required—usually a shall statement)

Method of Surveillance

The Contractor shall provide the maintenance and technical support services for all equipment and software for the Bldg 3700 Non-secure 3700 VTC System Suite.

(PWS paragraph 5.2 – 5.2.5)

The performance standard will be met when the requirements for maintenance and technical support services have been satisfactorily completed and have been accepted by the Government. (PWS paragraph 5 all inclusive)

Demonstration

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

Excel Spreadsheet Database transmitted electronically via email.

Site facilitator and Contract Officer’s Representative.

TECHNICAL EXHIBIT 3

QUALITY ASSURANCE SURVEILLANCE PLAN

1. Objective. This Quality Assurance Surveillance Plan (QASP) serves as the principal basis for assessing overall performance quality associated with this effort. This document will be used by the Government to assess the effectiveness of the Contractor’s management and technical services. This QASP provides the methodology by which the Contractor's performance will be monitored to determine compliance with established performance objectives and to establish performance benchmarks that ensure a quantifiable basis for measuring effectiveness. The plan is designed so that surveillance is limited to that which is necessary to verify the Contractor is performing management and technical services satisfactorily and relates directly to performance the objectives delineated in the PWS.

2. Government Surveillance. The Government will identify an individual to function as the COR for this task, and her/his authority will be limited to administering specific technical aspects of the contract. The COR will not provide direction that is outside the scope of responsibilities delineated under this contract. The designated individual will:

· Maintain a detailed knowledge of the technical requirements of the contract;

· Document Contractor performance in accordance with the QASP;

· Identify and immediately forward notifications of deficient, or non-compliant performance to the Contracting Officer;

· Approve priorities of support, resources, and associated schedules.

3. Surveillance Methods. Surveillance of Contractor performance is the method used by the Government to determine whether the Contractor is effectively and efficiently complying with all terms and conditions of the contract. In addition to statistical analysis, the functional expertise of the COR plays a critical role in adequately evaluating Contractor performance. The below listed methods of surveillance shall be used in the administration of this QASP and the standards are delineated by WBS element in the Performance Requirements Survey (PRS) table at Enclosure 1:

Demonstration - A qualification method that is carried out by operation and relies on observable functional operation. It does not require the use of instrumentation or special test equipment;

Analysis- A qualification method that is carried out by examining and assessing the application of techniques in order to determine if they are appropriate and sufficient. The quality of performance can be determined from Government or Contractor task-based or Management Information System (MIS) reports, Contractor ISO 9000 techniques and procedures, or from Government observation of completed tasks. In some instances, reports may be available in the form of information on a Contractor's performance against contract requirements. Reports generally provide information regarding various characteristics of tasks and can, therefore, be used to determine acceptability of a Contractor's performance.

Inspections: A qualitative inspection can be accomplished through one of the following techniques:

· Random or Stratified Sampling: With random sampling, services are sampled to determine if the level of performance is acceptable. Random sampling works best when the number of instances of the services being performed is very large and a statistically valid sample can be obtained. Stratified sampling focuses on selected parts of total Contractor output for sampling. Computer programs may be available to assist in establishing sampling procedures.

· Periodic Inspection, Judgmental Inspection, or Planned Sampling: This method, sometimes called "planned sampling,” consists of the evaluation of tasks selected on other than a 100% or random basis.

4. Performance Requirements. The performance requirements set forth in this section correspond to the PWS paragraphs delineated in the table. Enclosure (1) of this document provides standards for performance for specific requirements:

DELIVERABLES

Deliverables. The Contractor will be evaluated on the quality of products (draft and final), timeliness of delivery, compliance with prescribed formats and response to Government comments/recommendations.