PWS - T-Metrics Services.docx

PERFORMANCE WORK STATEMENT (PWS)

IRELAND ARMY HEALTH CLINIC, FT KNOX, KY CALL CENTER EXTENDED-HOURS SOFTWARE SUBSCRIPTION SERVICE AND SUPPORT

PART 1

GENERAL INFORMATION

The Ireland Army Health Clinic (IRAHC) located at Fort Knox, Kentucky utilizes a T-Metrics TM-2000 Automatic Call Distribution (ACD) Contact Center. To ensure the best possible service and support to Soldiers, Civilian Employees and Family Members Army-wide, the ACD Contact Center (hardware and software) requires an Extended-Hours Software Subscription Service (SSS). The SSS provide access to 24/7 technical support, software and manual updates, security patches, training materials, and extension of hardware warranty.

1. GENERAL: This is a non-personal services contract to provide IRAHC Call Center with Extended-Hours Software Subscription Service (SSS) and technical support. 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 IRAHC Call Center Extended-Hours Software Subscription Service (SSS) as defined in this Performance Work Statement except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract.

1.2. Background: The Ireland Army Health Clinic (IRAHC) has centralized all inbound calls for the clinic to one central number. IRAHC is a 600+ employee organization consisting of 15 call center agents and 3 supervisors. To ensure the best possible service and support to Soldiers, Civilian Employees and Family Members Army-wide, the use of an automated call center is required at IRAHC. To fulfill this requirement, the government has acquired a T-Metrics TM 2000 ACD Contact Center. Required services under this PWS include an Extended-Hours Software Subscription Service (SSS) and technical support for the ACD Contact Center.

1.3. Objectives: The contractor must provide:

· Username & Password for 24/7 logon access to issue tracking ticket information

· Unlimited access to technical support via the Internet, email, and phone (during T-Metrics state hours)

· Username & Password for 24/7 access to software updates, manuals, new features and software bug fixes, all of which can be downloaded from the T-Metrics web site

· Username & Password for 24/7 access to T-Metrics Training Wizard for online self-training of users

· Changes to existing menus (call trees)

· 24/7 emergency number and after-hours PIN for T-Metrics-defined emergencies

· Extension of hardware warranty on T-Metrics-provided equipment ONLY.

· Discount off new hardware when purchased to replace existing T-Metrics hardware, which must be returned.

1.4. Scope: Contractor shall provide Extended-Hours Software Subscription Service (SSS) and technical support for a T-Metrics TM-2000 ACD Contact Center as stated in paragraph 1.3 of this PWS.

1.5. RESERVED

1.6. General Information

1.6.1. Quality Control (QC): 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 program is the means by which the contractor assures that work complies with the requirement of the contract. The quality control plan will be submitted with the contractor’s proposal and will be used as an evaluation factor. After acceptance of the quality control plan the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to the QC system.

1.6.2. Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that 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: Contractors are not required to perform services on the following Federal Holidays:

Juneteenth Day

1.6.4. Hours of Operation: The contractor shall conduct business between the hours of 8:00 A.M. to 4:00 P.M., Monday through 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. For other than firm fixed price contracts, the contractor will not be reimbursed when the government facility is closed for the above reasons. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.5. Place of Performance: Contractor shall provide technical support and troubleshooting remotely using technology and procedures approved for use on Army Systems. No on-site work will be performed by contractor personnel unless the Government and the contractor jointly deems necessary. Should on-site support be necessary, contractor personnel performing on-site work must meet all installation access requirements and will be escorted by Government personnel at all times within the Government facilities. Contractors will perform remote support from the contractor’s home facilities. Government personnel will coordinate and monitor remote support from the equipment’s physical location: Ireland Army Health Clinic, 200 Brule St, Fort Knox, KY 40121.

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

1.6.7. Security Requirements: Contractor personnel performing work under this contract must comply with established security procedures for remotely accessing T-Metrics equipment on any Army network at time of the proposal submission, and must maintain the level of security required for the life of the contract.

1.6.7.1. PHYSICAL Security: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use, if performing in a government facility. At the close of each work period, government facilities, equipment, and materials shall be secured.

1.6.7.2. Key Control. Not applicable.

1.6.7.3. Lock Combinations. Not applicable.

1.6.7.4. Anti-Terrorism and Information Assurance Training. IAW ATTP 4-10 (FM 3-100.21)

1.6.7.5. AT Level I Training: All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities and controlled access areas shall complete AT Level I awareness training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. This is an annual requirement. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the COR or to the contracting officer, if a COR is not assigned, within 30 calendar days after completion of training by all employees and subcontractor personnel. AT Level I awareness training is available at the following website: https://jkodirect.jten.mil/.

1.6.7.6. AT Awareness Training for Contractor Personnel Traveling Overseas: US based contractor employees and associated sub-contractor employees to make available and to receive government provided area of responsibility (AOR) specific AT awareness training as directed by AR 525-13. Specific AOR training content is directed by the combatant commander with the unit ATO being the local point of contact.

1.6.7.7. Access and General Protection/Security Policy and Procedures: (Contractor and all associated sub-contractors employees shall comply with applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative). The contractor shall also provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes.)

1.6.7.7.1. Before CAC issuance, the contractor employee requires, at a minimum, a favorably adjudicated National Agency Check with Inquiries (NACI) or an equivalent or higher investigation in accordance with Army Directive 2014-05. The contractor employee will be issued a CAC only if duties involve one of the following: (1) Both physical access to a DoD facility and access, via logon, to DoD networks on-site or remotely; (2) Remote access, via logon, to a DoD network using DoD-approved remote access procedures; or (3) Physical access to multiple DoD facilities or multiple non-DoD federally controlled facilities on behalf of the DoD on a recurring basis for a period of 6 months or more. At the discretion of the sponsoring activity, an initial CAC may be issued based on a favorable review of the FBI fingerprint check and a successfully scheduled NACI at the Office of Personnel Management.

1.6.7.7.2. Contractor and all associated sub-contractors employees shall comply with adjudication standards and procedures using the National Crime Information Center Interstate Identification Index (NCIC-III) and Terrorist Screening Database (TSDB) (Army Directive 2014-05/AR 190-13), applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative), or, at OCONUS locations, in accordance with status of forces.

1.6.7.8. iWATCH Training: The contractor and all associated sub-contractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within 60 calendar days of contract award and within 30 calendar days of new employees commencing performance with the results reported to the COR NLT 30 calendar days after contract award.

1.6.7.9. Contractor Employees Who Require Access to Government Information Systems: All contractor employees with access to a government info system must be registered in the ATCTS (Army Training Certification Tracking System) https://atc.us.army.mil/iastar/index.php at commencement of services, and must successfully complete the DOD Information Assurance Awareness prior to access to the information systems and then annually thereafter.

1.6.7.10. Global Address Listing (GAL): All contract employees who require access to Government Information Systems shall update their profile and Global Address Listing (GAL) information: https://www.dmdc.osd.mil/milconnect within 10 working days of being granted IT access.

1.6.7.11. OPSEC Training: Per AR 530-1, Operations Security, the contractor employees must complete Level I OPSEC Awareness training. New employees must be trained within 30 calendar days of their reporting for duty and annually thereafter.

1.6.7.12. Threat Awareness and Reporting Program (TARP). IAW AR 381-12, 1-10 all DA contract employees possessing a security clearance shall receive annual TARP training instructed by a CI agent or other trainer as specified in AR381-12,2-4b. Training shall be accomplished annually during the organization's scheduled TARP training session. In those instances where live training is not possible, such as in deployed theaters of operation, CI units may, in coordination with appropriate commanders, develop alternative means to conduct threat awareness training and meet the requirements of this AR 381-12.

1.6.7.13. Information assurance (IA)/information technology (IT) training: All contractor employees and associated sub-contractor employees must complete the DoD IA awareness training before issuance of network access and annually thereafter. All contractor employees working IA/IT functions must comply with DoD and Army training requirements in DoDD 8570.01, DoD 8570.01-M and AR 25-2 within 30 days of starting employment. For information assurance (IA)/information technology (IT) certification. Per DoD 8570.01-M , DFARS 252.239.7001 and AR 25-2, the contractor employees supporting IA/IT functions shall be appropriately certified upon contract award. The baseline certification as stipulated in DoD 8570.01-M must be completed upon contract award.

1.6.7.14. Annual Cyber Awareness Training: All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities and controlled access areas shall complete the Annual Cyber Awareness Training located at the US Army IA Training Center web site listed below (previous training expires 25/Nov/13): Link: https://ia.signal.army.mil/DoDIAA/default.asp.

1.6.7.15. Acceptable Use Policy: All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities and controlled access areas shall complete a new Acceptable Use Policy (Annual Requirement) at the same web site: Link: https://ia.signal.army.mil/DoDIAA/default.asp. (Click “Login”, Log in with CAC, confirm information on page, click on “View and Sign AUP”.

1.6.8. Special Qualifications: Not applicable.

1.6.9. Post Award Conference/Periodic Progress Meetings: 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, Contracting Officers Representative, and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer 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.

1.6.10. Contracting Officer Representative (COR): The COR will be identified 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. A letter of designation issued 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.

1.6.11. Key Personnel: Not applicable.

1.6.12. Identification of Contractor Employees: Contract personnel will not attend meetings, answer Government telephones, and work in other situations where their contractor status is not obvious to third parties. Contract personnel will be escorted by Government personnel at all times to avoid creating an impression in the minds of the members of the public that they are Government officials. Contractor must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that the contractor participation is appropriately disclosed. Contract personnel will/will not be required to wear identification badges in the performance of this contract. Indicate if contractor personnel will be required to obtain and wear badges in the performance of this service. FAR 37.114(c)

1.6.13. Contractor Travel: All work in preparation for this contract will be done at the contractor’s place of business. All travel requires Government approval/authorization and notification to the Contracting Officer.

1.6.14. Other Direct Costs : This category includes travel (outlined in 1.6.13), reproduction, and shipping expenses associated with training activities and visits to contractor facilities.

1.6.15. 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 abrogate any other Government rights.

1.6.16. Organizational Conflict of Interest: Contractor and subcontractor 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 affect 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.

1.6.17. PHASE IN /PHASE OUT PERIOD. Not applicable.

PART 2

DEFINITIONS, ACRONYMS, AND ABBREVIATIONS

2. DEFINITIONS, ACRONYMS, AND ABBREVIATIONS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service 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 assist in the administration of 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. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

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

2.1.6. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

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. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.12. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.13. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS AND ABBREVIATIONS:

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: The Government will provide government personnel to: grant contractors access to necessary government facilities; escort contractors in secure areas; provide System Administrator privileges when needed; and to attend meetings as necessary.

3.2. Facilities. Not applicable.

3.3. Utilities. Not applicable

3.4. Equipment: The Government will provide the backbone network and telecommunications infrastructure that the IRAHC Call Center will operate on as well as all computers and phones that the call center will operate on. The Government will provide and make available all equipment that the T-Metrics TM-200 ACD Contact Center resides on.

3.5. Materials. Not applicable.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2 Secret Facility Clearance: Contractor shall not have access to classified materials.

4.3. Materials: The Contractor shall furnish materials, supplies, and equipment necessary to meet the requirements under this PWS that are not listed under section 3. This includes, but is not limited to user’s manuals, administrator’s guide, and other support/training materials.

4.3.1. Reserved.

4.3.2. Reserved.

4.4. Equipment: The Contractor shall furnish all equipment necessary to meet the requirements of this PWS that is not listed under section 3 or elsewhere within this PWS. The Government retains the right to inspect any contractor furnished equipment prior to and after maintenance activities.

4.4.1. U.S. Department of Energy’s (DOE’s) list of product categories covered by energy-efficient programs (i.e., Energy Star, Federal Energy Management Program (FEMP)-Designated, FEMP Low Standby Power, and Electronic Product Environmental Assessment Tool (EPEAT)) and the WaterSense program.

http://energy.gov/eere/femp/find-product-categories-covered-efficiency-programs

PART 5

SPECIFIC TASKS

5. Specific Tasks:

5.1. Basic Services. The contractor shall provide an Extended Hours Software Subscription Service (SSS) and extended warranty Support on T-Metrics equipment.

5.2. Task Heading.

5.2.1. Latest Version of Software Maintenance Releases. Contractor shall provide Username and Password for 24/7 access to software updates, manuals, new features, and software bug fixes.

5.2.2. Extended Hardware Warranty. Contractor shall provide extension of hardware warranty on T-Metrics-provided equipment. Contractor shall repair or replace, at its discretion, any T-Metrics – manufactured hardware and other hardware items such as HASP keys, cables, connectors, power supplies, headsets, and amps provided with the system that have been returned by the customer due to failure. Contractor shall provide a discount off new hardware when purchased to replace existing T-Metrics hardware, which must be returned.

5.2.3. Technical Support. Contractor shall provide Username & Password for 24/7 logon access to issue tracking ticket information. Contractor shall provide unlimited 24/7 access to technical support via the Internet, email, and phone. Contractor shall provide 24/7 emergency number and after-hours PIN for T-Metrics-defined emergencies.

5.2.3.1. Contractor shall respond to routine trouble tickets within one business day. Contractor shall resolve or escalate routine trouble tickets within two business days. Contractor shall resolve escalated routine trouble tickets within three business days from escalation dated. Contractor shall respond to emergency trouble tickets within two hours. Contractor shall resolve or escalate emergency trouble tickets within four hours. Contractor shall resolve escalated emergency trouble tickets within one business day. When the Government and contractor mutually agree, deviations to this standard are authorized on a case-by-case basis and are dependent upon then nature and severity of the issue being addressed. For instance, the time required to order and/or ship replacement hardware that is outside of the contractor’s control will not be held against the contractor.

5.2.4. Training. Contractor shall provide Username & Password for 24/7 access to T-Metrics Training Wizard for online self-training of users.

5.3. Not Applicable

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS)

6.1. The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures. This includes, but is not limited to the following:

· AR 25-1 Army Knowledge Management and Information Technology

· AR 25-2 Information Assurance

· AR 380-5 Department of the Army Information Security Program

· CJCSI 6215.01 Policy for DoD Voice Networks with Real Time Services (RTS)

· DA Pam 25-1-1 Information Technology Support and Services

· DoDD 8115.1 Information Technology Portfolio Management

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

Attachment/Technical Exhibit List:

7.1. Technical Exhibit A – Performance Requirements Summary.

7.2. Technical Exhibit B – Deliverables Schedule.

7.3. Technical Exhibit C – Estimated Workload Data.

TECHNICAL EXHIBIT A

PERFORMANCE REQUIREMENTS SUMMARY (PRS)

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.

PWS 5.2.2.

Extended Hardware Warranty

PWS 5.2.4.

Training

TECHNICAL EXHIBIT B

DELIVERABLES SCHEDULE

PDF or Word.

Government POC, Mikki Terry COR, 502-624-2485; mikki.terry1.civ@health.mil