PWS-Key Trak.pdf

PERFORMANCE WORK STATEMENT

FOR

KEYTRAK SYSTEM MAINTENANCE

1. DESCRIPTION OF SERVICES: The contractor shall provide all personnel, equipment, tools, material, supervision, as well as any other items, services, repairs and upgrades necessary to maintain the KeyTrak system as well as complete repairs as needed at Dyess AFB, TX. No government furnished property will be provided for contractor use. The contractor shall provide hardware and software warranty, 24-hours/365-day technical software phone support, and shall provide one-year hardware support repair by replacement. The period of performance will be one

(1) 12-month base period and four (4) 12-month option periods.

2. MAINTENANCE SERVICES: There will be two (2) main maintenance services provided (initial upgrade service, routine maintenance service) provided when the KeyTrak system requires updating. The KeyTrak system is located in the Central Dorm Management, Bldg 6127, Dyess AFB, TX. Upgrades shall be completed within seven (7) days of formal release.

2.1. Initial Upgrade Service. There will be a one-time “Upgrade with Support Classic” package. This upgrade will include: Upgrade for customers with current Support Agreement on entire system. GEM Software upgrade to GEM Plus Software. Includes GEM Plus License, Classic Server with Windows 10 Embedded 10 Operation System, 17” Flat Monitor, Keyboard, Mouse, WEB Plus, and Automated Report Generator. On-site installation (Bldg 6127) required. Initial upgrade of system will be made in option year one to optimize capabilities of KeyTrak system. The government will return legacy server upon receipt of the new server.

2.2. Routine Maintenance. Routine maintenance shall be performed IAW industry standards and as necessary to maintain the KeyTrak system to fully operational capability. Routine maintenance shall include essential system upgrade or an upgrade that will provide significant improvements. System upgrades will be coordinated though the COR. If there is a hardware upgrade necessary, coordination will be arranged through the COR to replace/repair device.

The contractor will provide a proposal to the contracting officer identifying hardware upgrade necessary, hardware cost, software costs labor cost and any other costs necessary for repair prior to ordering, installing or performing the work. All approved repairs will be completed within five (5) working days of award modification by the contracting officer. The contractor shall provide a report to include the reason for the malfunction, the repair performed, and a statement that the equipment is fully operational after completion of repair (DD Form 1423).

3. REPAIR SERVICE CALLS: Contractor shall provide service calls under the one (1) year software support, which includes 24-hour, 365-day phone support and shall provide one (1) year hardware support. Hardware support is provided when hardware is in need of replacement.

Replacement is not necessary is hardware is operating effectively. Replacement parts should not be remanufactured or refurbished.

3.1. Routine Calls. Service calls will be classified as routine when the work or upgrades/repairs do not qualify as an emergency call. Upgrades/repairs will be scheduled through the COR during normal duty hours, 0700-1700. All repair work shall be in accordance with normal commercial practices using parts specified by the manufacturers’ manual or items of equal or better quality. Any repairs that require a service cost must be approved and a written cost estimate must be provided. All approved repairs shall be completed within 48 hours after written notification from the COR, unless otherwise agreed upon.

3.2. Emergency Calls. Emergency calls are defined as calls made for services outside of normal duty hours and those incidents which are coordinate between the COR and company.

The COR will be contacted and given the time and place to meet the contractor.

3.2.1. Emergency calls should be coordinated through the COR and be corrected/or have a course of action provided within 24 hours.

3.2.2. If on-site repairs are necessary, coordination will be made with the COR to ensure maintenance personnel have base access.

3.2.3. All emergency calls will be followed up by the contractor with COR to verify corrective action has taken place.

4. EXCLUDED SERVICES: The following are not covered in the full maintenance service arrangement.

4.1. Routine cleaning and refinishing are not included in the maintenance service.

4.2. Acts by parties other than the Contractor of vandalism, abuse, negligence, damage resulting from rescue and recovery operations, acts of God (including damage resulting from emergency power generator power spikes and low quality) are not included in the contract.

4.3. Alterations (a.k.a., modernizations) are not covered in the full maintenance service arrangement.

5. MAINTENANCE AND INSPECTION SERVICES:

5.1. The contractor, upon award, will ensure all system features, hardware, and software, are functional and in proper working order. All system components must be checked for the KeyTrak system within thirty (30) calendar days after contract award to cover the basic contract and any option periods.

5.2. The Contractor shall perform maintenance in accordance with commercial practices or manufacturer’s specifications, if available, and shall be intended to maintain the KeyTrak system in safe and reliable operating condition.

5.3. The Government may perform inspections of the KeyTrak system. If discrepancies are discovered during these inspections, the contractor will be notified in writing of any determination and may be responsible for the corrective actions.

5.4. The contractor shall maintain a copy of all current KeyTrak system discrepancy documentation. Copies of discrepancy documentation shall be delivered to the CO/COR upon request; however, no later than one (1) business day of a request to review.

6. WARRANTY: The contractor shall warrant all parts and labor through the entirety of the contract, five (5) years.

7. GENERAL INFORMATION:

7.1. Hours of Operation. Normal working hours for the CDM will normally be between the hours of 0730-1630 excluding Saturdays, Sundays, and Federal Holidays. Base “down days” or any other base closures that will impact base access will be considered by the COR for necessity. After-hour arrangements can be made through the COR and should be made no later than (5) five duty days before request.

8. SECURITY REQUIREMENTS. The contractor and all employees shall be required to comply with all applicable security regulations.

8.1. Levels of Security. Dyess AFB security may be viewed as being one of three broad levels, the level in effect being dependent on the location or AREA of Dyess AFB in question.

8.1.1 The lowest level of security exists in “GENERAL ACCESS” areas. These areas are all of Dyess AFB outside of the "USAF Controlled" and "USAF Restricted" areas.

8.1.2 “USAF Controlled” access areas are the mid-level security areas. Presence within the CONTROLLED ACCESS AREA is by authorization; however, the movement of authorized personnel in and out of these AREAS is generally not impeded.

8.1.3 The highest level of security on Dyess AFB is that within the “USAF RESTRICTED AREAS”. These areas are subdivided to be known as Protection Level 1, 2 or 3 AREAS. Work schedule requests or changes to existing schedules for work to be performed in a “USAF RESTRICTED AREA” shall be submitted at least seven (7) calendar days in advance for approval and coordination of Dyess AFB Security Forces.

8.2 Closed Base. Dyess AFB is considered a closed base. All personnel entering must have specific permission of the installation commander for entry. This permission is granted when a Contractor employee is issued an identification card. The Contracting Officer will provide information necessary to obtain identification cards. The contractor shall be responsible to ensure that all of its employees obtain, and keep on their person at all times while working on the base, a USAF identification card. Upon completion of the work or termination of an employee, the contractor shall be responsible for turn in of identification cards to the Contracting Officer or to the Pass and Registration Office of the Security Forces.

NOTE: Failure to turn in badges will result in WITHHOLDING OF FINAL PAYMENT and revocation of any future badges issued by Pass and Registration Office to the employee and the contractor.

8.3 Dyess Form 173. The Dyess AFB Form 173 is subject to the privacy act of 1974, Authority: 10 U.S.C. 8012 and 5 U.S.C. 552a(b)(7). Disclosure is Mandatory: Failure to provide the information and Social Security Number (SSN) could result in denied access to the Dyess AFB installation.

8.3.1 A completed signed original Dyess Form 173 (Mar 04 or current version) must be delivered to Pass & ID 24 hours prior to the desired day of entry onto Dyess AFB. The Visitor Control Center no longer issues temporary passes to contractor personnel unless they have already been previously identified on an executed Dyess Form 173. All information on the Dyess Form 173 must be typed and the authorizing signature must be in blue or black ink.

Personal information provided on the Dyess Form 173 will be cross-referenced against state and federal criminal databases to identify those individuals possessing outstanding warrants.

Those individuals with outstanding warrants will be detained at the Visitor Control Center on the desired day of entry, and turned over to Abilene Police Department.

8.4 Trusted Agent Letter for Day Labor Requests.

8.4.1 Purpose of Letter: To provide sponsoring authority to specific contractor individuals as identified by their sponsoring agency (7 CONS, Army Corp of Engineers, etc) to sponsor day laborers on for one day periods.

8.4.2 The Letter Process: The sponsoring agency, in coordination with their contractor, will identify contractor individuals that require sponsoring/vouching authority. This authority is given to the contractor for the purpose of sponsoring day laborers/job site personnel sub-contracted as a result of an unexpected or new requirement not previously identified in the current contract. This authority will not be given to contractors for convenience only, but should be limited to the smallest group of manager or foreman contractor personnel needed to complete their assigned contract. It is the responsibility of the sponsoring agency to ensure the Trusted Agent Letter remains current. Additionally, all reasonable actions should occur to prevent use of this process when a known laborer/sub-contractor was required well in advance of the day labor/sub-contractor request. (Effective Date: Immediately)

8.4.3 The sponsoring agency will provide this letter to the Pass and Registration Section who will maintain it on file. The Pass and Registration section shall post a copy of the letter at the VCC, as a reference, to verify which contractor personnel have sponsoring/vouching authority.

8.4.4 All contractors must attend a contractor briefing given to the contractors by Pass and Registration who will provide a more detailed explanation regarding contractor badges and their uses. Pass and Registration reserves the right to not issue a contractor badge due to erroneous information or failure to disclose information on the Dyess Form 173. Any derogatory information received from the background check will result in the non-issuance of the contractor badge.

9. SUMMARY TABLE

Task ID Indicator Standard Acceptable

Quality Level

Method of Surveillance Incentive

Initial Upgrade Service

The contractor shall install upgrade all necessary equipment to obtain peak performance.

In accordance with upgrade procedures outlined in “KeyTrak Upgrade Features”.

100% Compliant.

Who: COR

Observation.

Next year option may be exercised.

Periodic Upgrades 2

Periodic upgrades will be made to improve the operability of KeyTrak System.

KeyTrak system will be used daily to ensure system maintains system performance.

100% Compliant.

Who: COR

Observation and random inspection.

Next year option may be exercised.

Repairs - Routine 3

Repair Service Call Routine – Response Time.

Response to routine service calls are on-time 100% of the time on a quarterly basis.

100% Compliant.

Who: COR

Observation and random inspection.

Next year option may be exercised.

Repairs - Emergency 4

Repair Service Call Emergency – Response Time.

Response to emergency repairs are on-time 100% of the time on a quarterly basis.

100% Compliant.

Who: COR

Observation and random inspection.

Next year option may be exercised.

Service Call Repair Number

Repairs are of high quality resulting in reduced call backs.

Only (2) two call backs of the same problem (same instance) each month.

100% Compliant.

Who: COR

Observation and random inspection.

Next year option may be exercised.