PWS.pdf

PERFORMANCE WORK STATEMENT

FOR

OPENSCAPE UNIFY CONSOLE MAINTENANCE SERVICE AGREEMENT

1. DESCRIPTION OF SERVICES. The contractor shall provide all personnel, equipment, tools, supervision, and other items and/or services necessary to install and maintain the UNIFY Phone System at Kadena Air Force Base. The maintenance contract shall include 24/7 customer service and technical support that shall be renewed each year as applicable to support this Performance Work Statement (PWS).

1.1. Organizations. 18 WG/CP, Kadena AB, Okinawa, Japan

1.2. Mission. The 18th Wing Command Post (18 WG/CP) is responsible for supporting the continuous 24/7 mission of Kadena Air Base. Successful installation by the contractors of the OpenScape Unify phone system will ensure the CP can provide reliable services across Okinawa.

2. SERVICES SUMMARY. The Contractor service delivery requirements are summarized into performance objectives that relate directly to standards of performance required to meet mission essential needs. For the Performance Objective to be met, service delivery must be in substantial compliance with applicable performance standards. The Performance Threshold describes the minimum overall levels of service delivery required for acceptable quality control. Failure to meet these Performance Thresholds means that contractor Quality Control is unacceptable. The following is a list of the key performance objectives that will be verified as contractually compliant by government personnel; however, inspection of any contract requirement is authorized.

Performance Objective PWS Para Performance Threshold

Provide services from a remote Technician within two (2) hours of incident and/or provide a technician within two (2) to four

(4) hours of incident.

2.1.1.1. 2 defects per month

Provide services from a remote Technician within four (4) hours of incident and/or provide a technician by the Next Business Day (NBD) of incident.

2.2.1. 2 defects per month

Provide services from a remote technician within eight (8) hours of incident and/or provide a technician within five (5) business days of incident.

2.3.1. 2 defects per month

2.1. Basic Services: The contractor shall be supporting/maintaining OpenScape Voice VoIP Advanced console system, Phone/parts Replacement, Vendor Coordination, Local Onsite Support and Manufacture Warranty.

2.1.1. Priority 1 Incidents (P1) – An incident which severely impacts the operation of the Covered Products or its functions or applications in a production environment; and/or causes continuous interruption of use of the Covered Products, and the Company does not have an available workaround.

2.1.1.1. If a Priority 1 Incident occurs, the Contractor will provide services from a remote Contractor location within two (2) hours of an incident. If the Contractor is unable to correct the issue via response, then the Contractor will dispatch a Field Service Technician and provide on-site response to incidents within two (2) to (4) hours after the trouble-ticket is received by the Contractor’s Call Center. The Contractor’s personnel shall use all commercially reasonable efforts to immediately begin diagnosis and repair efforts to the problem. The technician will continue to work on the problem until full system capabilities are restored.

2.2. Priority 2 Incidents (P2) – An incident which causes substantial restricted use of the Covered Products, the availability of its applications, a material or substantial degradation in the quality of a Covered Product application performance, such as background noise, transmission faults, or call processing is altered in such a way as to materially and substantially degrade service quality or handling of business data; complete failure of a single component, module, or router element of the Covered Products; and/or intermittent disruption of use the Covered Products, and the Company does not have an available workaround.

2.2.1. If a Priority 2 Incident occurs, the Contractor will provide services from a remote Contractor location within four (4) hours of an incident. If the Contractor is unable to correct the issue via remote response, then the Contractor will dispatch a Field Service Technician and provide on-site by the next business day after the trouble-ticket is received by the Contractor’s Call Center. The Company’s personnel shall use all commercially reasonable efforts to immediately begin diagnosis and repair efforts of the problem. The technician will continue to restore the service by the Next Business Day (NBD) after the trouble-ticket is received by the Contractor’s Call Center.

2.3. Priority 3 Incidents (P3) – An incident which causes minimal restriction of use of the Covered Products, its functions or applications; and/or has a minimal business impact.

2.3.1. If a Priority 3 Incident occurs, the Contractor will provide services from a remote Contractor location within eight (8) hours of an incident. If the Contractor is unable to correct the issue via remote response, then the Contractor will dispatch a Field Service Technician and provide on-site response to incidents within five (5) business days after the trouble-ticket is received by the Contractor’s Call Center. The Contractor’s personnel shall use all commercially reasonable efforts to immediately begin diagnosis and repair efforts of the problem. The technician will continue to restore the service within forty-eight (48) hours.

3. QUALITY CONTROL

3.1. The Contractor is required to control the quality-of-service delivery and offer to the Government for acceptance only services which conform to contract requirements. The overall control of quality must meet the specified performance thresholds for each requirement in the Services Summary.

3.1.1. The government shall rely on the contractor's existing quality assurance systems as a substitute for government inspection and testing, when contracting for commercial services, unless market research indicates otherwise.

4. GENERAL INFORMATION

4.1. Contractor Personnel.

4.1.1. Contract Manager. The contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate or alternates, who shall act for the contractor when the manager is absent, shall be designated in writing to the contracting officer prior to the contract start date. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The contract manager and alternate or alternates must be able to read, write, speak, and understand the English language.

4.1.2. Contractor Employees. Contractor personnel shall present a neat appearance and be easily recognized as contractor employees. The contractor shall provide each employee with an identification badge that shall include the employee’s name, employee’s photograph, and contractor’s name. Identification shall be available prior to employment and shall be worn or attached to the outer garment at all times.

4.1.3. Re-performance of Service. When service performed does not conform to contract requirements, or when service was not performed in a specific area, the contractor shall perform or re-perform the service in conformity with contract specifications at no additional cost to the government. Performance or re-performance of these services shall commence immediately upon notification by the Government Representative. The contractor shall have a sufficient workforce dedicated to ensure corrections are accomplished before noon the next workday without degradation to normal scheduled services.

4.1.4. Government Remedies. The contracting officer shall follow FAR 52.212-4(a), Inspection and Acceptance Clause, for contractor’s failure to perform satisfactory services or failure to correct non-conforming services.

4.1.5. Conservation of Utilities. The contractor shall make sure employees practice energy conservation to include all government furnished utilities.

4.2. Hours of Operation: The contractor shall perform the services required under this contract during the following hours: 24 Hours Daily Including Federal Holidays. The contractor may work, with prior approval of the Contracting Officer, extended hours to ensure timely completion of work at no additional cost to the government. If contractor access to a work area conflicts with Air Force mission requirements, the contractor shall re-schedule the work to minimize the disruption to supported unit’s schedule.

4.2.1. Federal Holidays. The following is a list of holidays observed by this installation.

• New Year's Day, January 1 or the Friday preceding or Monday following

• Martin Luther King's Birthday, 3rd Monday in January

• President's Day, 3rd Monday in February

• Memorial Day, last Monday in May

• Independence Day, July 4 or the Friday preceding or Monday following

• Labor Day, first Monday in September

• Columbus Day, 2nd Monday in October

• Veterans Day, November 11 or the Friday preceding or Monday following

• Thanksgiving Day, 4th Thursday in November

• Christmas Day, December 25 or the Friday preceding or Monday following

4.3. Contractor/Employee Base Pass and Identification, Special Clearances, and Vehicle Passes.

The contractor shall obtain base identification and vehicle passes, if required, for all contractor personnel. Contractor personnel are required to wear or prominently display installation contractor identification badges while visiting or performing work on the installation. When work under this contract requires unescorted entry to controlled or restricted areas, the contractor shall comply with DAFI 31-101, Integrated Defense, and the Installation Security Program.

The Contractor shall be required to complete the following forms (to be provided at the preperformance conference) in order for employees to gain access to the installation:

a. Contractor Employee Listing

b. Kadena AB Contractor Access Badge Affidavit (CAB)

c. Department of Homeland Security Form I-9 (DHS I-9)

4.3.1. The Contractor Employee List. This form shall list every employee requiring access.

Every time employees change, it shall be updated to reflect additions and/or deletions. The location for Unify installation is in a restricted area (building 868) which will require escorting for all employees. All employees with a Secret security clearance must be identified as they could gain entry without requiring escort by including the word “escort” next to their names. Once completed, email the list to the Contracting Officer in EXCEL or WORD format. The Contracting Officer will then prepare and attach a cover letter and forward the Employee List to the Visitor Control Center and Command Post.

4.3.2. Upon notification that the Employee List has been forwarded to the Visitor Control Center, the other two forms (DHS I-9 & CAB) shall be completed and hand carried to the Visitor Control Center by the employee. If everything is in order, they will receive a contractor badge. If an employee will be driving on Kadena AB they are required to provide a valid driver’s license, vehicle registration, and proof of insurance.

4.3.3. During performance of the contract, the contractor shall be responsible for obtaining required identification for newly assigned personnel and for prompt return of credentials and vehicle passes for any employee who no longer requires access to the work site.

4.3.4. Upon completion or termination of the contract or expiration of the identification passes, the contractor shall ensure that all base identification passes issued to employees are returned to the issuing office.

4.3.5. Failure to comply with these requirements may result in withholding of final payment.

4.4. Driving License/On-base Requirements. The contractor and employees shall comply with base traffic regulations at all sites. The contractor shall ensure employees have a current and valid state/country driver’s license. Anticipate delays in getting commercial vehicles on base and allow time for commercial vehicles to reach their destination by driving designated routes at posted speed limits throughout the base. Procedures for commercial vehicle access to the base are subject to change without prior notice.

5. CONTRACTOR MANPOWER REPORTING

5.1. The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Air Force (or applicable service) via a secure data collection site. The contractor is required to completely fill in all required data fields at http://www.ecmra.mil.

5.2. 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.

6. JAPANESE ROAD LAWS

6.1. The contractor shall comply with Japanese Road Laws while on US Military installations to specifically include: Article 43 The Road Law (Japan) (prohibited acts relative to roads). No person shall commit the following described acts:

6.2. Damaging the road, causing roads to be littered with debris, polluting the roads with debris or fallout from motor vehicles or otherwise defacing roads unreasonably or without due cause.

6.3. Article 43-2 (Measures to be taken to prevent cargo or things loaded on motor vehicles from falling out)

6.4. The agency managing a road may when there is reasonable cause for him to feel that items or cargo being carried in or on a motor vehicle may fall out and damage, pollute, or otherwise deface the road in such manner as to hinder or obstruct the traffic, order the operator of the vehicle in question to take steps or measures necessary to prevent occurrence of such hindrance by stopping operation of the vehicle, or correcting the method of loading or traveling or operation of the vehicle.

7. REQUIRED INSURANCE by JAPANESE LAW: The Contractor shall procure and maintain during the entire period of his performance under this contract the following minimum insurance on each vehicle used by Contractor personnel.

7.1. Type: Automobile Property Damage Insurance Amount: ¥3,000,000 or Dollar equivalent Bodily Injury Insurance Amount: ¥30,000,000 or Dollar equivalent 4.11.3.

All vehicles must be properly inspected/insured in accordance with Japanese Compulsory Insurance (JCI) requirements.

7.2. Prior to the commencement of work hereunder, the Contractor shall furnish to the Contracting Officer a certificate or written statement of the above required insurance. The policies evidencing required insurance shall contain an endorsement to the effect that cancellation or any material change in the policies adversely affecting the interests of the U.S. Government in such insurance shall not be effective for such period as may be prescribed by the laws of the state in which this contract is to be performed and in no event less than thirty (30) days after written notice thereof to the Contracting Officer.

8. RANDOM PERSONNEL AND VEHICLE SEARCHES: Contractor personnel are subject to random personnel and vehicle searches. If contractor personnel refuse to be searched, they will be denied entry to the base, and may result in loss of base driving privileges, debarment from the base, or other administrative action.

http://www.ecmra.mil/

9. REPORTING REQUIREMENTS: Contractor personnel shall immediately report any information or circumstances of which they are aware may pose a threat to the security of Department of Defense personnel, contractor personnel, resources, and classified or unclassified defense information to an appropriate government authority.