PWS CE LAN Management and Maintenance Draft.pdf

PERFORMANCE WORK STATEMENT FOR

LOCAL AREA NETWORK MANAGEMENT & MAINTENANCE

FA4800-25-Q-0017

633D CIVIL ENGINEERING SQUADRON

Langley Air Force Base Joint Base Langley-Eustis, VA

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TABLE OF CONTENTS

SECTION NUMBER AND TITLE

1.0 SCOPE OF WORK

2.0 DESCRIPTION OF SERVICES

3.0 GENERAL INFORMATION

4.0 SERVICES SUMMARY

5.0 GOVERNMENT FURNISHED EQUIPMENT, SUPPLIES AND SERVICES

6.0 CONTRACTOR MANPOWER REPORTING

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1. SCOPE OF WORK. The contractor shall provide all management, transportation, tools, supplies, equipment, and labor necessary to 633 CES LAN Management on Joint Base Langley-

Eustis (JBLE), Langley Air Force Base (LAFB), Virginia (VA) in a manner that shall ensure continuous and reliable service. This includes Local Area Network (LAN) management and maintenance, customer software services, LAN component and Personal Computer (PC) installation, network configuration/troubleshooting, and cable plant installation and maintenance in Buildings 328, 330, 340, 367, 65, 121, 122, 632¸379, 1309, 1334, & 1795 at Langley AFB.

1.1. Background: The 633 CES Information Technology section at Langley AFB, Information

Technology Equipment Custodian (ITEC) duties (responsible for Hardware, Software, and

Functional Application list) consists of managing and operating 1 Local Area Network MS

Window 2022 servers and 1 VLAN MS Windows 2016 server, 10Base-T/100Base- T concentrator hubs/switches, for approximately 396 workstations and laptops with CD & DVD ROMs, printers, including plotters, scanners, projectors, and audio equipment located in various buildings on

Langley AFB.

2. DESCRIPTION OF SERVICES. The contractor shall provide the following services under this contract: operate the help desk, record trouble calls and messages and maintain job control log.

Operate computer systems and associated peripheral equipment in accordance with established procedures. Analyze processing malfunctions in cooperation with local personnel to determine causes and take appropriate corrective action. Notify the Contracting Officer Representative (COR) or the designated Alternate Contracting Officer Representative (ACOR) immediately, if unable to solve a problem. Create and maintain file server user accounts, user’s rights, and group assignments.

2.1. LAN Maintenance and Management

2.1.1. Notify the COR or ACOR when LAN equipment requires repair and/or replacement. Work in conjunction with the COR or ACOR to develop LAN performance plans/strategies, policies and standard operating procedures for 633CES.

2.1.2. Perform after-hours emergency maintenance on LAN software located in 633CES.

2.1.3. Contractor shall ensure full availability of onsite contractor personnel during

Government Year-end 1 September thru 30 September.

2.1.4. Ensure that work progresses to meet required deadlines and respond to adjustments in processing due to changes in priorities and due dates.

2.1.5. Ensure the physical security of all input and output data of all computer runs.

2.1.6. Perform standard operator preventive maintenance on all hardware as defined by the equipment vendor and/or 633CES established procedures.

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2.1.7. Complete the required entries on the Automated Data Processing (ADPE) Utilization

2.1.8. Be able to trouble shoot/monitor system using the windows event logs.

2.1.9. Perform account management by giving users the appropriate group, organizational account, and distribution list access. Provision and/or de-provision new and separating users.

2.1.10. Complete the required entries on the Information Technology Equipment Custodian Automated Data Processing (ITEC) Utilization Log, trouble call log and run time log.

2.1.11. Monitor usage of equipment (i.e. ports, disks, Central Processing Unit (CPU, workstations, & printers) using system tools. Provide annual and semi-annual statistical utilization reports to COR when requested.

2.1.12. Set-up and/or relocate hardware (workstations, printers) as required. This will require lifting 40 lbs. from floor to desktop height.

2.1.13. Unpack, inspect, and test incoming computer hardware to ensure that all parts have been received and are in satisfactory condition. This may involve moving incoming computer hardware from the loading dock to a temporary storage area.

2.1.14. Provide pertinent equipment (ADPE) information to government equipment custodians as required.

2.1.15. Ensure all printing equipment and other peripherals provide responsive service and are always functional. This shall include troubleshooting printer specific problems, re-starting queues, and replacing toner.

2.1.16. Receive and respond to user trouble calls relating to hardware, software and connectivity.

The contractor shall maintain a continuous presence at the Computer Trouble Reporting Desk

(except when on calls) during duty hours and be the user point of contact for all computer trouble calls.

2.1.17. Initiate trouble call reports with applicable government agencies or manufacturers on warranted items to replace or repair failed components.

2.1.18. Provide user training in the general usage and operation of LAN workstations as well as in the use of various software applications to include, but not be limited to, Win11 and Microsoft

Office Suite; to include Outlook, Word, Excel, Power Point, and TCP/IP applications.

2.1.19. Perform system backups and utilities utilizing the appropriate backup software and archival maintenance as required, and on an emergency basis.

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2.1.20. Maintain physical security and integrity of server data. Immediately report to the COR or

ACOR, any detection of a virus. Perform virus scans of servers and microcomputers as required.

2.1.21. Provide qualified technical services, advice and assistance to the client in the areas of:

• Hardware/software installation, maintenance, troubleshooting and repair

• Operating guidance and orientation

• Compatibility

• Ions and file transfer problems

• Application maintenance

• Reformatting, recovering disks, and imaging

• Installation/replacement of hard drive and CD/DVD disk drives

• Troubleshoot VoIP phones

• Changing batteries

• Replacing defective monitors and keyboards

• Installing security locking systems.

2.1.22. On average, PCs or peripheral equipment can be expected to be added, moved, or upgraded daily.

2.1.23. The contractor shall be required to monitor and keep inventory of computer and associated equipment assets.

2.1.24. The contractor shall assist the Government in planning and implementing computer resource use as required, by gathering and analyzing functional requirements.

2.1.25. Evaluating alternatives in lieu of user requirements and system capabilities and recommending upgrades and purchases. The contractor shall also research hardware, software, and other peripheral products to be used (in terms of functionality, availability, and cost).

2.1.26. The contractor shall install and/or relocate network computer drops as required. This Work shall include running cables, marking of cables/patch panels and RJ-45 faceplates, and testing installation. There are approximately 5 installation/relocations required per year.

2.1.27. Work will also include the installation of cables, and minor construction type work, such as drilling holes in the floor, assembling cabinets and bolting them to the floor or wall, disassembling servers and other rack mounted equipment to gain access for repairs, running fiber and copper wire under raised floors and in ceilings, mounting and connecting wall jacks, terminating fiber and copper connectors, and disassembling and removing abandoned equipment, racks, and cables.

2.1.28. The contractor shall attend CE weekly status meetings with COR and the IT Team to provide updates of all projects and work efforts assigned.

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2.2. PERSONNEL QUALIFICATIONS (KNOWLEDGE/SKILLS/ABILITIES)

2.2.1. Personnel Requirements. The contractor shall provide technicians with the following experience / education / certifications:

2.2.1.1. The contractor’s personnel shall possess a current IAT Certification in accordance with DoD 8570 guidelines.

2.2.2. Training Requirements. Contractor personnel must complete annual training required by

DoD directives/instructions, AF instructions, AF Computer Security Policy, and AF Safety Policy.

Contractor personnel shall be fully qualified in the standardized theory and operations of networks and information systems. Specific training on AF programs/projects that are operated in a unique military environment will be provided by the government.

2.2.2.1. As directed by Information Assurance Workforce Improvement Program and DoD directive 8570, Completion of sustainment training/continuing education is required to maintain a certification status to hold this position. A minimum of 20 to 40 hours annually of refresher or application training is required and shall be provided by the contractor.

2.2.3. Expertise: ADP/Telecommunications Skills. Contractor personnel must have the technical skills and knowledge required to manage and run a computer operations environment involving telecommunications and multiple hardware platforms with at least two years of experience. Proficiency in MS Excel is required to create reports and maintain data files relating to hardware, software, and/or services performed for the 633CES. General knowledge is required with

Plotter/printer setup, usage and cabling (usb, SCSI, SATA, etc.), and peripheral hookups including scanners.

2.2.4. Functional Skills: Contractor personnel assigned to this task should be a computer systems administrator capable of assisting users with applications or know how to obtain assistance in a timely manner. The contractor must understand the interrelationships and capabilities of other standard off-the-shelf software microcomputer software packages (i.e. MS DOS 6.1 and earlier, MS Win10, MS Win11, and MS Office 365). Contractor personnel must be able to work with others on a personable and professional basis to accomplish all tasks while preserving harmony in the workplace.

2.2.5. Resume: The contractor shall provide the resumes of the person(s) proposed to work in this position. A fully qualified candidate must be submitted and accepted by the Government NLT

15 days post contract award. Once personnel are selected to perform duties according to this PWS they shall not be removed, replaced or reassigned either permanently or temporarily to another task without a written concurrence by the COR and the Contracting Officer. If the person becomes unavailable for work under this contract, the contractor shall immediately notify the Contracting

Officer and replace them with one of equal qualifications subject to approval by the COR and

Contracting Officer within 15 days of candidate resignation. The Government reserves the right to accept or reject personnel identified for tasks under this contract. The Contracting Officer and

Contract Manager/COR shall be provided with a written concurrence/non-

FA480025Q0017CE LAN Management & Maintenance PWS Page 7 of 17 concurrence for each person hired for any positions identified in this contract within 14 business days. This includes position changes throughout the life of the contract. A resume shall be submitted through the Contracting Officer for replacement personnel prior to the time the personnel change is expected to occur. The Government will review the resume to ensure compliance.

2.3. Deliverables. The contractor shall submit all deliverables in electronic form and shall produce reports using the Microsoft Office suite of applications. All deliverables must meet professional standards, and the requirements set forth in contractual documentation. The contractor shall be responsible for delivering all end items specified.

Schedule of Deliverables

Item Due Date

Contractor's Quality Control Plan (QCP) NLT 10 business days after contract award

Current Employee Listing NLT 15 business days after contract award and within 14 days of change in personnel

ADPE Utilization and Run Time Logs NLT 19 Oct of Every FY

Trouble Call Log NLT Last day of Every Month

H/W & S/W Inventory & Status Reports NLT 19 Oct of Every FY

Supplies Inventory & Supply Request Forms As Required

Contractor Manpower Report NLT 31 Oct annually input into ECMRA

3. GENERAL INFORMATION.

3.1. Hours of Operation. The hours of operation are 0700 to 1600 Eastern Standard Time (EST), Monday – Friday, excluding federal holidays. If the contractor wishes to perform any services outside of the normal hours of operation, the contractor shall coordinate with the Contracting

Officer Representative (COR) and the Contracting Officer (CO) no later than one week prior to the scheduled event. In the event of emergency circumstances, accommodations may be made on a case by case basis. Overtime work may be required at any time as required by the government.

Contractor staff will be required to be available on call in case of program emergencies and/or peak workload fluctuations. All overtime must be approved by the COR or ACOR in COR’s absence.

3.1.1. Base Closure Days. If the Base Commander determines the base is closed due to snow, hurricane, or Acts of God, the contractor shall reschedule work planned for this time.

3.1.2. Federal Holidays. The Contractor shall not be required to work any of the following federal holidays:

New Year’s Day - 1 January

Martin Luther King Day - 3rd Monday in January

Washington’s Birthday - 3rd Monday in February

Memorial Day - last Monday in May

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Independence Day - 4 July

Labor Day - 1st Monday in September

Columbus Day - 2nd Monday in October

Veteran’s Day - 11 November

Thanksgiving Day - 4th Thursday in November

Christmas Day - 25 December

3.1.2.1. If a holiday falls on Saturday, the preceding Friday shall be observed. If a holiday falls on Sunday, the following Monday shall be observed. If a holiday falls on a scheduled service day, the contractor shall be responsible for rescheduling services for the first workday follow the holiday observance.

3.2. Non-Mission Essential Functions. It has been determined by the Functional Commander of this service that the requirements under this PWS are non-essential and therefore shall not be performed during a crisis, exercise or inclement weather.

3.3. English Language Requirement. All contractor personnel shall read, understand, speak and write English fluently.

3.4. Contract Manager. The Contractor shall provide a contract manager and an alternate who shall be responsible for the performance of the work. These individuals shall have full authority to act for the contractor on all contract matters relating to the daily operation of this contract and shall be designated, in writing, to the Contracting Officer (CO). The alternate contract manager shall act for the contract manager when the manager is absent. The contract manager and alternate contract manager shall have experience in management and supervision.

3.4.1. The contract manager or alternate shall be available within 2 hours to meet on the installation or by telecom with the CO and/or with other government personnel designated by the CO during normal duty hours to discuss issues or concerns.

3.5. Communication. Contractor personnel shall maintain open and professional communication with government personnel at all times. Complaints validated by the COR shall be reported in writing to the CO and the contractor for action. Failure of the contractor to take corrective action on validated complaints raised by the COR and the CO will be considered a failure to perform.

3.6. Appearance. Contractor personnel shall present a professional, conservative, and neat appearance. Contractor personnel shall report for duty in a professional manner, in appropriate attire and having complied with socially acceptable standards of personal hygiene.

3.7. Contractor Identification. All contractor personnel attending meetings, answering

Government telephones, and working in other situations where their contractor status is not obvious are required to identify themselves as such to avoid being mistaken for Government officials. Contractors performing work at Government workplaces will provide their employees with an easily readable identification (ID) badge indicating the employee's name, the contractor's name, the functional area of assignment, and a recent color photograph of the employee.

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Contractors shall require their employees to wear the ID badges visibly when performing work at

Government workplaces. Contractor personnel must also ensure that all e-mails, documents, or reports they produce are suitably marked as Contractor products or that Contractor participation is appropriately disclosed. All signature blocks on e-mails shall indicate the Contractor's name. All e-mail address lines shall include CTR in the address line.

3.8. Conflict of Interest. The contractor shall not employ any person who is an employee of the

United States Government if the employment of that person would create a conflict of interest. The contractor shall not employ any person who is an employee of the Department of the Air Force, either military or civilian, unless such a person seeks and receives approval in accordance with the

Department of Defense (DoD) Directive 5500.7 and Air Force policy. If prior military, personnel must have been discharged under honorable conditions with no administrative actions taken against them.

3.9. Security Requirements for Classified and Unclassified Contracts. The contractor shall ensure the necessary pass and identification items required for contract performance are obtained for all personnel.

3.9.1. Listing of Personnel. The contractor shall maintain a current listing of personnel. The list shall include the employee’s name, social security number and level of security clearance. The list shall be validated and signed by the companies Facility Security Officer (FSO) and provided to the sponsoring agency’s security manager, the COR, and the CO. An updated listing shall be provided when an employee’s status or information changes.

3.9.2. Base Access Passes. The contractor shall ensure that each employee obtains the following pass and identification items: all necessary cards, passes, buttons, decals, or other items required for access to the areas and the installation. Upon contract award and the replacement of any employees, the contractor will be required to complete a base access request form which will be submitted to the COR. The COR will submit the pass request to the 633d Security Forces Squadron

(633 SFS) to obtain the necessary identification items. Upon approval of the pass request by 633

SFS, the contractor employee will be required to obtain any individual and vehicle identifications media at the 633 SFS Pass and Identification Section, 20 Nealy Ave (Bldg. 5) on Langley AFB, VA.

3.9.3. Security. The contractor and all contractor personnel shall abide by all AF and local rules, procedures and standards of conduct. A Department of Defense Contract Security Classification

Specification (DD Form 254) is required for access to classified material. The contractor shall also perform in accordance with the Compliance with National Industrial Security Program Operating

Manual (NISPOM--DOD 5220.22M).

3.9.4. Tier 3 (T3) Investigation. As a minimum, contractor personnel shall be a U.S. citizen and shall successfully complete a Tier 3 (T3) investigation for access eligibility purposes before operating government-furnished workstations that have access to Air Force automated information systems. Requests for personnel hired at the beginning of the contract shall be submitted to the government not later than 30 working days from the contract start date. Requests for contractor

FA480025Q0017CE LAN Management & Maintenance PWS Page 10 of 17 personnel hired subsequent to the contract start date shall be submitted to the government not later than five (5) workdays from the contractor personnel’s first duty day. Contractor personnel receiving unfavorable T3 Investigations will not be employed. The contractor will complete and provide to the government the AF Form DD254, Department of Defense Contract Security

Classification Specification. The cost of Tier 3 (T3) Investigation for Secret Clearance is the responsibility of the contractor. The contractor shall comply with the requirements of DoD 5200.2-

R, Personnel Security Program, and Air Force Instruction (AFI) 33-119, Electronic Mail (E-Mail)

Management and Use.

3.9.5. Visitor Group Security Agreement (VGSA). The contractor shall enter into a long term visitor group security agreement with the host base Information Protection Office if contract performance is on base for 90 days or more. This agreement shall outline how the contractor integrates security requirements for contract operations with the Air Force to ensure effective and economical operation on the installation. The agreement should address:

3.9.5.1. Security support provided by the Air Force to the contractor to include storage containers for classified information/material, use of base destruction facilities, classified reproduction facilities, use of base classified mail services, security badging, base visitor control, investigation of security incidents, base traffic regulations, the use of security forms, and conducting inspections required by DoD 5220.22-R, Industrial Security Regulation, and Air Force Instruction 16-1406, Air

Force Industrial Security Program.

3.9.6. On base, the long-term visitor group security agreement may take the place of a Standard

Practice Procedure (SPP).

3.9.7. Physical Security (Security of Government Property). The contractor shall safeguard all government property, including controlled forms provided for contractor use. At the close of each work period, government equipment, facilities, and squadron assets and materials shall be secured.

3.9.8. Entry Procedures to Controlled/Restricted Areas. The contractor shall comply with local base procedures for entry to Air Force (AF) controlled/restricted areas where contractor personnel will work. The contractor shall be required to sign in at all controlled access facilities before entry is permitted.

3.9.9. Reporting Requirements. The contractor shall comply with the requirements of Volume 1, AFI 71-101, Criminal Investigations, and paragraph 1.1 of Volume 2, Protective Service Matters.

Contractor personnel shall report to an appropriate authority any information or circumstances of which they are aware that may pose a threat to the security of DoD personnel, contractor personnel, resources, and classified or unclassified defense information. The contractor personnel’s immediate supervisor shall brief him/her upon initial on-base assignment and as required thereafter.

3.9.10. Retrieving Identification Media. The contractor shall return all identification media to the sponsoring agency’s security office, the COR or the CO upon completion/termination of the contract or upon departure of any personnel during the course of the contract. Failure to do so may delay payment to the contractor. Final payment may be withheld until identification media is returned.

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3.10. Key Control. The contractor will be issued a key for access to the building and office by the government are properly safeguarded and not used by unauthorized personnel. The contractor shall not duplicate keys issued by the government. Contractor personnel shall not use keys to open work areas for personnel other than contractor personnel engaged in performance of their duties, unless authorized by the Facility Security Officer (FSO) or Facility Manager.

3.10.1. Lost Keys. Lost keys shall be reported immediately to the CO and the COR. The government replaces all lost keys and performs re-keying for all government owned facilities. The total cost of the keys, re-keying or lock replacement shall be deducted from the price of the contract.

3.10.2. Lock Combination. The contractor shall control access to all government provided lock combinations to preclude unauthorized entry. The contractor is not authorized to record lock combinations without written approval by the government. Records with written combinations to authorized secure storage containers, secure storage rooms, or certified vaults, shall be marked and safeguarded at the highest classification level as the classified material maintained inside the approved containers.

3.11. DoD Freedom of Information Act (FOIA) Program. 3.10.3. Freedom of Information Act

(FOIA). The contractor shall comply with DoD 5400-7- R, Chapter 4, DoD Freedom of

Information Act (FOIA) Program, requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding

FOUO material.

3.12. For Official Use Only (FOUO). The contractor shall create and maintain FOUO material

IAW DoD 5400-7R, DoD Freedom of Information Act Program, Chapter 4; AFI 33-129, Transmission of Information via the Internet, paragraphs 7.4, 8.2.3, 16 and 17; and AFI 33-201, Communications Security (COMSEC), Table 1. Mark all documents meeting the requirements identified in DoD Regulation 5400-7/Air Force Supplement, paragraphs 3.2.1.2 thru 3.2.1.9 as “For

Official Use Only” IAW instructions identified in paragraph 4.2.1. Safeguard all sensitive data

IAW DoD Regulation 5400.7/Air Force Supplement, paragraph 4.4. When documents containing

FOUO material are authorized for destruction, the contractor personnel shall turn the records over to government personnel to shred the records so that the pieces cannot be reconstructed.

3.13. Privacy Act Program. Work on this project may require that personnel have access to

Privacy Information. Personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section

552a and applicable agency rules and regulations. The contractor shall create and maintain Privacy

Act data IAW AFI 33-129, Transmission of Information Via the Internet, paragraphs 7.4, 8.2.3, 16, and 17, and supplements; AFI 33-201, Communications Security (COMSEC), Table 1; AFI 33-322, Air Force Privacy Act Program, paragraphs 1.4.7, 1.4.8, 3.3.3, Chapters 7, 9, and 10, and supplements; and, Privacy Act systems of records notice(s)

(http://www.defenselink.mil/privacy/notices/usaf). The contractor shall not create or maintain a

Privacy Act system of records prior to public notice. If the contractor receives a Privacy Act request, the contractor shall be responsible for searching for the records and providing those http://www.defenselink.mil/privacy/notices/usaf)

FA480025Q0017CE LAN Management & Maintenance PWS Page 12 of 17 records to a government official who, as the authorized official, will make the decision on releasing the government records.

3.14. Traffic Laws. The contractor and/or contractor personnel shall comply with the installation traffic code as specified in Virginia State Law and Air Force Instruction (AFI) 31-218, Motor

Vehicle Traffic Supervision (current edition). The contractor and/or contractor personnel shall comply with current instruction on cell phone use while on a military installation.

3.15. Weapons, Firearms, and Ammunition. Contractor personnel are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their contractor-owned vehicle or privately-owned vehicle while on any military installation.

3.16. Smoking in Air Combat Command (ACC) Facilities. Contractors are advised that the

ACC Commander has placed restrictions on the smoking of tobacco products in ACC facilities.

AFI 40-102, Tobacco Use in the Air Force (current edition), outlines the procedures used bythe commander to control smoking in our facilities. Contract personnel and visitors are subject to the same restrictions as Government personnel. Smoking is permitted only in designated smoking areas.

3.17. Out-processing Procedures. Upon completion of contract, an out-processing checklist will be required to be completed. Out-processing will include, but is not limited to, personnel returning their CAC and any personally issued government items and keys to the COR. If these items are not returned, the government reserves the right to withhold payment until items have been received.

3.18. Environmental Management: Joint Base Langley-Eustis (JBLE) is dedicated to the conservation, protection, and enhancement of the environment. The contractor shall comply with all: federal laws and regulations; state and local laws, ordinances, and regulations; and Installation policies and procedures. JBLE Installation specific policies and procedures:

3.18.1. Joint Base Langley-Eustis – Langley Air Force Base. The contractor must comply with all provisions of the JBLE-Langley Environmental Special Conditions. You can review or download the document at http://www.jble.af.mil/Units/Air-Force/Langley-Environmental/ under the "Contracting-Compliance" heading. This is a living document that is updated periodically so ensure you have the latest version. If you have any questions, please contact your project manager or the 633d Contracting Officer first and have them contact the 633d CES Environmental Element on your behalf.

3.19. Operations Security (OPSEC): This contract has been determined to not have critical or sensitive information requiring an OPSEC Plan.

4. SERVICES SUMMARY (SS). The contract service requirements are summarized in performance objectives that relate directly to critical items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The SS and the contractor’s Quality Control Plan provide information on contract requirements, the expected level of contractor performance and the expected method of government surveillance and confirmation http://www.jble.af.mil/Units/Air-Force/Langley-Environmental/under

FA480025Q0017CE LAN Management & Maintenance PWS Page 13 of 17 of services provided. These thresholds are critical to mission success. Procedures as set forth in the

Federal Acquisition Regulation (FAR) 52.212-4 (a), Contract Terms and Conditions - Commercial

Items, Inspection/Acceptance, will be used to remedy all deficiencies. The absence of any contract requirements from the SS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract. The Government has the right to inspect all services required in the contract.

SERVICES SUMMARY TABLE

Item Performance Objective PWS

Para Performance

Threshold (per surveillance)

Method of

Surveillance

Frequency

SS-1

Help Desk/Technical Support 2.0 No more than 3 discrepancies

Periodic & customer feedback

Monthly

SS-2 Computer Maintenance/Upgrade 2.1.6

No more than 3 discrepancies Periodic

Monthly

SS-3 Account Creation/Management 2.1.9

No more than 5 discrepancies Periodic

Monthly

SS-4 Monitoring Inventory/Supplies 2.2.23

No more than 3 discrepancies Periodic

Quarterly

SS-5 Troubleshooting Issues 2.2.21 No more than 5 discrepancies Random Checks

Monthly

SS-6 Contractor Manpower Report submitted NLT 31 Oct annually

6.0 100 % on-time compliance

Periodic Annually

4.1. Performance Evaluation. The purpose of the Services Summary is to define performance evaluation and payment procedures. The Performance Objective (column 1) describes what the government will survey. Performance of a service will be evaluated to determine whether or not it meets the Performance Threshold (PT) of the contract. When the PT is exceeded, the COR will document the file with a Corrective Action Report (CAR) or a Performance Assessment

Report (PAR) and provide it to the Contracting Officer To finalize it and issue the report to the contractor.

4.1.1. The Government will periodically evaluate the contractor’s performance by appointing a representative(s) to monitor performance to ensure services are received. The government representative will evaluate the contractor’s performance through inspections of reports and contractor services documentation. The Government may inspect each task as completed or increase the number of quality assurance inspections if deemed appropriate because of repeated failures or because of repeated customer complaints. Likewise, the Government may decrease the number of quality assurance inspections if performance dictates. The government COR will make final determination of the validity of customer complaint(s).

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4.1.2. If any of the services do not conform to contract requirements, the Government may require the contractor to perform the services again in conformity with contract requirements at no increase in contract amount. When the defects in services cannot be corrected by re- performance, the Government may:

• Require the contractor to take necessary action to ensure that future performance conforms to contract requirements; and

• Reduce the contract price to reflect the reduced value of the services performed.

4.1.3. Failing to meet the performance threshold as outlined in the SS for any of these performance objectives in any one-month period may result in an immediate Progress Meeting with the Multi-functional Team. Failing to meet the performance threshold as outlined in the SS of these performance objectives in any combination for any two, or more consecutive or non- consecutive months during a contract period shall constitute a warning or Letter of Concern from the

Contracting Officer. All remedies shall be in accordance with the FAR 52.212-4 (a), Contract

Terms and Conditions - Commercial Items, Inspection/Acceptance.

4.2. Quality Control. The contractor shall develop and maintain a quality control program to ensure services are performed in accordance with this contract and PWS. The contractor shall develop and implement procedures to identify and prevent non-performance and continual repeat of defective service. A written Quality Control Plan (QCP) shall be submitted to the CO and COR for review and feedback. The plan shall be submitted no later than 10 working days after award. The plan shall specifically address the contractor’s strategy to provide quality workmanship, continual process improvement and for correcting deficiencies as required.

4.3. Quality Assurance. The Government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this contract. The COR shall inspect by watching actual task performance, physically checking an attribute of the completed task, checking management information reports, investigating customer complaints, conferring with facility managers, or otherwise inspecting the task or its results to determine whether or not performance meets the standards contained in this PWS. The COR will record surveillance results. Results of the surveillance then become the official Air Force record of the contractor’s performance. When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate a Corrective Action Report (CAR) or Performance Assessment Report (PAR), and provide the Contracting Officer a Contract

Discrepancy Report (CDR) for issuance to the contractor. The contractor shall respond to the CDR in accordance with instructions provided and return it to the Contracting Officer no later than the suspense given by the CO.

4.4. Surveillance Methods.

4.4.1. Periodic Surveillances. This method requires the COR to employ a spot check style of evaluation based on the contractor’s schedule. Periodic surveillances will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted, FA480025Q0017CE LAN Management & Maintenance PWS Page 15 of 17 based on quality trends. Any unsatisfactory inspection (defect) result shall be recorded, and the contractor shall re-perform the service after notification by the COR.

4.4.2. Customer Complaint. This method requires the customer to fill out a locally generated form provided by the COR or Contracting Officer. The COR will verify the complaint and notify the contractor of valid complaints. The contractor shall acknowledge the complaint within 2 hours and inform the COR of his recommendation. Any deficiency shall be documented and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. The contractor shall respond to the Customer Complaint in accordance with the instructions provided and return it to the Contracting Office within 5 calendar days of receipt. Any unsatisfactory inspection identified but re-performed acceptably, shall still be counted as an unsatisfactory inspection.

4.5. Periodic Progress Meetings. The Contracting Officer, Functional Commander, COR, or other government personnel as appropriate, and the contractor shall periodically meet to discuss the contractor’s performance. The following issues shall be discussed: observed positive performance and steps taken by the contractor to prevent unsatisfactory performance, any modifications required of the contract, opportunities to improve performance, unsatisfactory inspections and trends against each performance objective.

4.5.1. The minutes of these meetings will be reduced to writing, signed by the Contracting Officer and any other signatures as deemed appropriate, and distributed to the functional area and the contractor. Should the contractor not concur with the minutes, the contractor will provide a written notification to the Contracting Officer identifying areas of non-concurrence for resolution within

10 days of receipt.

5. GOVERNMENT FURNISHED EQUIPMENT, SUPPLIES AND/OR SERVICES.

5.1. Contractor Furnished Items and Services. The contractor shall ensure all employees are familiar with and understand the contents of this PWS as well as the company’s handbooks/handouts, etc. prior to beginning work.

5.2. Telephone Service. The Government will provide telephone service. Use of a government-supplied telephone is provided solely for official use government business and shall not be used to transact personal business by contractor personnel.

5.3. Refuse Collection. The Government will provide established refuse collection service at pre-established pickup locations. It is the responsibility of contractor personnel to transfer refuse from their work area to the predetermined pickup locations.

5.4. Custodial Services. The Government will provide established restroom cleaning services at pre-established intervals. The contractor is required to maintain their work area(s) in a clean, neat and professional manner conducive with the type of work being performed.

5.5. Utilities. The Government will furnish electricity, water and sewage services as necessary for accomplishment of work in accordance with this contract. The contractor shall adhere to all base

FA480025Q0017CE LAN Management & Maintenance PWS Page 16 of 17 level utility conservation practices or requirements. The contractor shall be responsible for operating under conditions that prevent waste of utilities.

5.6. Security, Fire and Medical Services. The Government will provide police and fire protection. In the event of a medical emergency, base ambulance services for transporting an injured employee to a local hospital is available on a cost reimbursement basis.

5.7. Electronic Mail Service/Local Area Network (LAN) Connectivity. The Government will provide electronic mail and LAN capability to facilitate communications with government personnel and the ability to retrieve required information. The existing government computers and hardware may be used by the contractor.

5.8. Base Distribution. The contractor shall use the Base Information Transfer System (BITS) for mail services for official mail only.

6. CONTRACT MANPOWER REPORT

6.1. Contractor Manpower Reporting. The Contractor shall provide a Contractor Manpower

Report IAW the Secretary of the Air Force/Acquisition (SAF/AQ), 13 Nov 12 Letter, Implementation of Fiscal Year (FY) 11 National Defense Authorization Act (NDAA) Section

8108, Contractor Inventory. Contract Manpower Report should contain the following:

6.2. Authoritative Reference. SAF/AQ Letter 13 Nov 12 (Implementation of FY11 NDAA

Section 8108, Contractor Inventory).

6.3. Format. Format shall be narrative as determined by the Contractor.

6.4. Content. The report shall include the following:

“The Contractor shall report ALL Contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the *633 CES LAN

Management* via a secure data collection site. The Contractor is required to completely fill in all required data fields at http://www.ecmra.mil.

Reporting inputs will be for the labor executed during the period of performance for each

Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October* of each calendar year. Contractors may direct questions to the CMRA help desk.”

*Reporting Period: Contractors are required to input data by 30 September of each year.

Uses and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and Contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the Contractor name and contract number associated with the data.

http://www.ecmra.mil/

FA480025Q0017CE LAN Management & Maintenance PWS Page 17 of 17

User Manuals: Data for Air Force service requirements must be input at the Air Force CMRA link. However, user manuals for Government personnel and Contractors are available at the Army

CMRA link at http://www.ecmra.mil.

http://www.ecmra.mil/