PWS TMS FY27_NETC-SFC-PL_20OCT26_U_v2.pdf

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Performance Work Statement

Continental United States-Wide Telecommunications Management System as-a-Service United States Army 7th Signal

Command (Theater)

October 16, 2026 V.3

Period of Performance 11 January 2027 to 10 January 2032

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Table of Contents

C.1. Background

C.2. Desired End-State

C.3. Primary Drivers

C.4. Scope of Work

C.5. Sites

C.6. Quality Control and Quality Assurance

C.7. Contracting Officer’s Representative

C.8 Acronyms

C.9. References

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C.1. Background

In 2015, multiple Telecommunications Management System (TMS) solutions were in use throughout

CONUS – different vendors, different versions, manual systems, and systems managed by other services.

Some installations did not have a system at all. Installed systems from vendors were on multiple versions in various states of life-cycle obsolescence along with their hardware infrastructure. Like systems were used differently based on the infrastructure and talent available at each post, camp, and station (P/C/S).

Annual maintenance for each installation represented temporary “band-aid” solutions that were fully functional nor representative of any semblance of a standard operating model. The current state leaves some installations with an adequate solution and some without.

In August-September 2015, representatives from the 93d Signal Brigade, Regional Cyberspace Support

Center (RSCS), and Local Cyberspace Support Center (LCSC) identified functional, technical, and architectural, and implementation and support requirements for a CONUS-wide TMS, located at Fort

Drum, New York (RSCS Northeast). The entire Northeast Region was migrated to the system. Other sites may be implemented in advance of contract award and throughout the life of the contract.

This Performance Work Statement (PWS) Represents the foundation of a single, CONUS-wide

Telecommunications Management System as-a Service (TMSaaS).

C.2. Desired End-State

7th Signal Command (Theater) (7SC(T)) requires a collaborative, interdependent model between LCSCs, RCSCs, and the CONUS Theater by leveraging technology to optimize performance, optimize investments, and control costs for the Army telecommunications infrastructure.

TMSaaS is cloud-based, CONUS-wide telephone management system for asset visibility, asset intelligence, provision, configuration, billing collections, workflow, workload redistribution, and remote support from anywhere across CONUS.

In other works, TMSaaS shall provide inside and outside plant users, and functional, technical and support staff (e.g. business, staffing, logistics) from the installation-level to the enterprise the ability to manage and operate the Army’s telecommunications infrastructure.

TMSaaS provides a single, unified framework for achieving interconnectivity and communication across the telecommunication network. TMSaaS provides the interface to network elements which perform the actual communications processing (such as a call processing switch) to be accessed by end used to monitor and control the telecommunications network. TMSaaS provide the standard interface which provides management control over both legacy and target telecommunications network elements (e.g.

Time Division Multiplexing (TDM) and Voice over Internet Protocol (VoIP) from different manufactures to be incorporated into a network under a single telecommunications management system.

C.3. Primary Drivers

Primary drivers for a CONUS-Wide TMSaaS solution are:

C.3.1. Requirements

Functional requirements, technical/architectural requirements, and implementation and support requirements as articulated by the RCSC and LCSCs.

C.3.2. TMS Infrastructure

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Circuits, switches, cable plant, phone lines, end user devices, spars, consumables, services, incidents and problems, and inside/outside plant staffing represent the assets, processes and procedures that encompass the Army’s CONUS-wide TMS infrastructure. TMSaaS is intended to provide visibility of these assets to enable mission support staff at multiple organizational tiers to optimize performance, optimize investments, and control costs.

C.3.3. TMS-related Army Unified Network Information Technology Portfolio (AUNITP)

Baseline Tasks

Below are listed the relevant AUNITP Task IDs and associated task(s):

Task ID Task(s)

700.8 Automation & Network Continuity of Operations Plan (COOP) and (Operations

Plan (OPLAN) Support Services

700.10.1 Service Support

701.1 Telephone and Data Infrastructure

701.2 Emergency Communications/Telephone Services

701.6 Telecommunications COOP (Continuity of Operations Plan) and OPLAN

(Operations Plan) Support Services

701.9 Fire, Safety, Security, and Other Circuits

703.3 Risk Management/Authorization/Assessment Policy Services

703.6 Defensive Cyberspace Operations

Table 1 AUNITP Task IDs and associated tasks

C.3.4. Organizational Alignment

Regionalization and Theater Network Transformation implemented a collaborative, interdependent organization model to administratively align function, infrastructure, and investments.

C.3.5. Convergence

Army Unified Network Plan (AUNP) calls for network convergence to provide a single security umbrella over enterprise assets; ensure unified capabilities are provided in a standardized, consistent, and cost-effective manner; and reduce the cyber-attach surface. Cyberspace Support

Center (CSC) Regionalization initiated a collaborative, interdependent organizational model.

Convergence of network and associated organizations will persist during the period of performance of this acquisition.

C.3.6. Contract Modernization

Throughout the life of this contract, it is anticipated that existing TMS CONUS solutions to easily on board to TMSaaS, thus eliminated resources dedicated to managing multiple single installation contract

C.4. Scope of Work

This PWS establishes and defined the minimum known capabilities and requirements and is subject to change based on Army Modernization efforts, to deliver a single CONUS-wide Telecommunications

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Management Software as a Service (TMSaaS) to all Army CONUS-based CSC to satisfy relevant service level agreements as specified in the AUNITP list as outlined in paragraph 3.3.

C.4.1. Functional Requirements

Following, including but not limited to, are the minimum known functional requirements and are subject to change based on Army Modernization efforts, for TMSaaS, as reconciled between

Subject Matter Exprts from Regional, Local, and Stand-alone CSCs throughout CONUS:

C4.1.1. Phone Number Provisioning, De-Provisioning, Inventory, State, and Status

TMSaaS shall provide the ability to provision, de-provision, inventory, and report operational status and location of telephone numbers in use or available for each P/C/S where TMSaaS installed. TMSaaS shall provide the state of how each phone number is being deployed (e.g., analog, VoIP, soft client). TMSaaS shall also identify all numbers not in use and available for provisioning.

C.4.1.2. Call Records

TMSaaS shall be able to provide call records upon request for research, analysis, investigative purposes which include call metadata for incoming and outgoing calls, e.g., phone number originating the call, phone number called, call duration, special charges associated with the call when reconciled with billing records, if call involved a government device or soft client, and the devices or soft clients locations and to what organization or individual the number and device/soft client is assigned.

C.4.1.3. Circuit and Switch Records, Configuration, and Configuration History

TMSaaS shall continuously poll switches for type, model, series, configuration settings, changes, lines call records, performance, alarms, in order to track the circuits that are connected end-to-end throughout each installation. Must be able to identify all the cross-connect information associated with any specific circuit through the infrastructure.

TMSaaS shall also support that ability to track DISA or commercial provider circuit asset

ID and DISA Circuit association and tracking.

C.4.1.4. Cable Plant, Cable Records, Changes

TMSaaS shall track cooper and fiber connectivity paths from the commercial service provider’s point entry onto each post/camp/station/point of demarcation (demarc) to the end point jacks. TMSaaS shall support leaving connectivity path wired through when subscribers are disconnected. TMSaaS shall track connectivity devices and allow technicians to attach drawings to connectivity records.

Required in order to build out the cable plant. Used to identify existing and future requirements for infrastructure. Must have to track infrastructure adds, move & changes.

Infrastructure configuration history, maintenance history on cable plant assets.

C.4.1.5. Cable-to-Circuit/Switch/Device Connectivity and Location

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TMSaaS shall identify device-cable-device connectivity relationships and their locations to provide logical diagram or data to support overlays (e.g. red-line drawings) for mapping applications as maintained by local Department of Public Works (DPW); e.g.

AutoCAD, ArcGIS.

C.4.1.6. Geographical Information System (GIS) Location Data

Configurable to include asset and cable location data to support “red-line” drawings for

DPW-maintained GIS, e.g. AUTOCAD, ArcGIS.

C.4.1.7. Logical and Physical Diagrams of Circuit, Switch and Cable Infrastructure

Allows Inside/Outside Plant and Telecommunications Control Officers (TCOs) to upload images, diagrams, schematics to Work Orders. TMSaaS shall support the ability of

Inside/Outside and TCOs to upload images, diagrams, and schematics to work orders.

C.4.1.8. Configuration Changes, Settings, Features

TMSaaS is the tool to be used to make configuration changes, implement features. And establish other circuit or switch settings that implement services or resolve incidents or problems.

C.4.1.9. Configuration History Records

TMSaaS shall reserve and maintain configuration history records to facilitate troubleshooting, component material condition, past remedied, failure rates, adjustment of maintenance schedules, and inform life cycle replacement decisions.

C.4.1.10. Maintenance Program

TMSaaS shall provide a proactive maintenance program and schedule for TMS infrastructure assets based on time, usage, and/or failure rates to monitor, verify, or replace components to prevent component or system failure. TMSaaS shall provide users with the ability to adjust maintenance programs for a given component, or set of components, based on performance history.

C.4.1.11. Performance Monitoring, Alarms, Alerts, and Notifications

TMSaaS shall monitor environmental conditions (e.g., heat, humidity) of critical infrastructure (e.g. switches, circuits) and provide alarms, alerts, notification that can be provided to users via customizable dashboards, emails, text messages, etc.

C.4.1.12. Trouble Calls, Service Requests

TMSaaS shall provide standardized and custom workflows to record, route, track, and resolve/satisfy telecommunications service request, incidents, problems, and resolutions.

TMSaaS shall provide work order functionality to each of the identified locations. Work orders shall enable creation of top-level work packages with subordinate tasks for service activations and disconnects. The work order process shall provide a means to assign inventory and connectivity and track labor required to fulfill the service request. Switch

Page | 7 provisioning shall be automated from within the work order process. Following successful provisioning, TMSaaS shall retain previous switch port configurations for a minimum of 10 pervious configurations.

TMSaaS shall provide trouble ticket functionality enabling input of reported problems;

tracking restoration activities to include scheduling appointment, labor, and materials used to restore service, and automatically updating inventory records when replacement parts are selected. TMSaaS shall provide the ability to create and track service requests when replacement parts are selected. TMSaaS shall provide the ability to create and track service requests in order to provide a record of work done by telecommunications staff and provide a history of requests by customers. This include the switch interfacing and programming of end user telephone devices.

TMSaaS work order and trouble ticket functionality shall be tied to inventory and billing, updating all records from a single point of data entry.

TMSaaS shall provide a means to distribute and track work assignments to operational personal both serially and in parallel.

The Contractor shall provide templates for work orders and trouble tickets that be customized (content, workflow) as needed by each site based on processes and workflow at each location.

TMSaaS shall provide traceability from service request or incident to work actually accomplished (e.g., configuration changes, solutions), to provide a record of work done by telecommunications staff and provide a history of requests by customers. This includes the switch interfacing and programming of end user telephone devices.

C.4.1.13. Tailorable Workflows, Workflow Templates

TMSaaS shall provide the ability to add and remove optional work centers from service orders, trouble ticket routing for each NEC and their customers; e.g. billing, request, approvals.

The Contractor shall provide standardized templates for work orders and trouble tickets that can be customized (content, workflow) as needed by each site based on processes and workflow at each location. TMSaaS shall also provide users the ability to modify existing templates or create new templates.

C.4.1.14. Telecommunications Control Officers (TCO) Portal

The Contractor TMSaaS solution shall provide a web portal for TCOs to Order Services.

The TCO portal shall also allow TCOs to enter to trouble tickets and check status of

Work Orders and Trouble Tickets. The solution shall allow for monthly telephone bills to be presented on the TCO portal for viewing and validation. The TCO portal shall also enable reporting viewing.

C.4.1.15. Enhanced 911, NENA and PSAP Compliance

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TMSaaS must provide National Emergency Number Association (NENA) complaint data to the servicing Public Safety Answer Point (PSAP) in pre-defined formats (to include phone number and location) to ensure first responders have the information they need to appropriately respond to 9-1-1 calls with appropriate emergency services (police, firefighters, emergency medical services, and rescue).

TMSaaS must work in PBX, VoIP, soft client, and mixed technology environments.

TMSaaS shall have the capability to retrieve and provide location information for VoIP devices facilitated by 802.1x port-based Network Access Control that allows users to move telephone devices at will, without allowing outside plant service providers to capture phone number location moves. Further, with implementation of UC soft-clients users have the ability to make telephone calls from laptops (with GPS location tracking) connected to wireless access points. 9-1-1 calls from VoIP phones moved at will and UC-enabled devices.

C.4.1.16. Asset Management, Asset Visibility

TMSaaS shall provide asset management to track serialized, non-serialized assets, e.g.

circuits, switches, cable infrastructure, spares, consumables, and other associated assets.

TMSaaS shall provide for bulk entry of assets and an interface for bar code scanner to bulk load from a standard format. The inventory system shall support tracking, warranty and vendor information.

TMSaaS shall provide a re-order point for low stock items and track items out for repair.

C.4.1.17. TMSaaS Application Administration (Application Configuration, Organizational Views, Roles, Permissions)

TMSaaS shall provide the ability to administer the system and configure administrative access, roles, and permission. This includes the ability to set permissions based on roles, installation, organization level (e.g. CSC, region, brigade, theater, enterprise-wide), and location.

TMSaaS configuration, roles and permissions shall support Multi-User, Multi-

Organization, Tiered (e.g. Theater, Brigade, Region CSC, Local CSC) levels. TMSaaS shall support multiple administration stations to be used by different personnel with varying levels of administrative access. TMSaaS shall allow permissions to be situationally allocated cross-organizationally to permit users at one location to engage in assisting users at a different location.

C.4.1.18. Reports, Dashboards, Queries, Analysis

TMSaaS shall allow users to create user-configurable, role-based reports, dashboards, queries, to facilitate the execution of user-specific roles and responsibilities, based on routine and non-routine/situational interests – based on any data TMSaaS tracks and stores.

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TMSaaS shall provide standard reports and provide an ad-hoc report creation capability.

TMSaaS shall provide the capability to generate role-based queries and views, allowing the user to aggregate data according to level (for example, Theater, Brigade, Regional

CSC, and Local CSC) and create customized subsets (such as equipment types, service types, asset age, maintenance history, configuration history, etc.). Report types will include, at a minimum, Traffic and Performance Reports, Investigation Reports, Billing

Reports, Work Order Reports, Resources Management Reports, Man Hour Reporting, Billing Account Code Reports, Detailed Equipment Cost Reports, Equipment Alarms, and BASECOM reports.

TMSaaS shall also provide a means to export any query results to a user-selected format.

Format options will include, at a minimum, Comma Separated Value (CSV), Portable

Document Format (PDF), ASCII text file (TXT), and Microsoft Excel Open XML Format

(XLSX). TMSaaS shall support both real time and scheduled report generation. Reports shall be accessible based on user-defined permissions and can be identified as public or private.

TMSaaS shall permit users to create and save any query for later use and store as a

“widget” that can be share with other users or saved to their personal dashboard.

TMSaaS shall provide access to historical data, information, and reports (e.g. equipment, maintenance, configuration, problems, and issues.)

TMSaaS functionality shall provide the ability to conduct analysis and trends (e.g. call volume, license use, end-user device count, billing, man-hour tracking, equipment tracking, life cycle replacement, maintenance history, etc. Notification of Switch faults & failures is necessary to maintain communication support.

All data fields in TMSaaS database shall be searchable, including comment fields.

C.4.1.19. Service Level Agreements

TMSaaS shall support implementation and monitoring of negotiated Service Level

Agreements (SLA’s) and organizational performance in meeting their respective obligations. Monitor baseline and agreed upon SLA’s conditions and thresholds to enable

SLA performance monitoring, costs, billing and reimbursements.

C.4.1.20. Expense Management (Payments and Collections)

C.4.1.20.1. Payments (accounts payable)

TMSaaS shall reconcile vendor billings for circuits, phone lines, and associated services through electronic reconciliation of the bill vs. installed and operational infrastructure. Permit automated dispute resolution for billing adjustments to meet actual usage and reconcile necessary adjustments with the service provider.

TMSaaS shall support Vendor Invoice processing enabling automated import of electronic vendor invoices with comparison against known inventory (e.g.

circuits) and CDR. TMSaaS shall provide for automated dispute initiation and

Page | 10 tracking with vendors for disputed charges. Supported vendor invoices shall, at a minimum, include:

• AT&T Networx Invoice

• Bell Mobility Wireless Invoice

• FTS2001 (MCI) Summary Charge Import

• FTS2001 (AT&T) Summary Charge Import

• PageNet Invoice

• Sprint Wireless Invoice

• Telus Wireless Invoice

• TIBI Circuit Charges Invoice

• Rogers Wireless Invoice

• T-Mobile Wireless Invoice

• Verizon Wireless Invoice

• WITS2001 TOPPS Invoice

• Generic Invoice Spreadsheet – imports any invoice data messaged into standard format

TMSaaS shall provide the user with the ability to modify TMSaaS to handle minor changes in the vendor invoice format.

C.4.1.20.2. Collections (account receivable)

TMSaaS shall provide for hierarchical account structure to permit the

Government to bill customers as the organizational level down to subscriber level. TMSaaS shall provide the capability to track and manage Monthly

Recurring Cost (MRC) and Non-Recurring Cost (NRC) against budget, with the ability for the Government to target specific cost items such as High-Cost Items.

TMSaaS shall provide the capability to collect and process Call Detail Records

(CDR) and apply flat-rate billing or vertical and horizontal rate billing as applicable and negotiated with the customers.

TMSaaS shall provide the ability to track baseline and reimbursable services, such as calling features, voice mail, and multiple telephones.

TMSaaS shall provide the ability to generate invoices for associated types of billing, to include CDRs, work orders, trouble tickets, parts, labor, and other reimbursable services.

TMSaaS shall monitor SLA performance with predetermined thresholds. Notify mission partners and billing staff personnel when threshold is being approached to facilitate decision-making prior to incurring additional costs that exceed pre-determined SLA’s. Calculate excesses and facilitate collections from mission partners when SLA is exceeded.

C.4.1.20.3. Project Materials (Develop project-associated bills of materiel)

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TMSaaS shall provide functionality for billing major moves, Military

Construction (MILCON’s) major renovations aligned with a specific project.

TMSaaS shall allow the association of multiple work orders or service requests to a predefined project.

C.4.1.21. Directories

TMSaaS shall support the ability to maintain, store, publish, and search telephone directories. This includes the ability to publish a telephone directory and a web-based interface lookup to display names to phone numbers.

C.4.1.22. Soft Clients

TMSaaS shall manage numbers and call records associated with soft client used for voice communications, e.g. Microsoft Teams, Jabber.

C.4.1.23. User Interface

User Interface to TMSaaS shall via browser (web/html). TMSaaS shall have a presentation layer graphical to all functions needed to operate and sustain the application and control telecommunications assets. In rare instances, where device-specific advanced configuration settings may only be accomplished via a command line interface, TMSaaS shall provide command line access to ensure such access is permitted and tracked. This command-line “utility’ shall enforce permissions and policies to limit access to authorized users only. The utility shall have the capability to save and replay commands for ease of routine tasks.

C.4.1.24. Task Automation

TMSaaS shall provide the ability to automate and schedule tasks (e.g. switch or feature provisioning, configuration changes) to reduce manual effort, ensure repeatability, and schedule events for a more opportune time.

C.4.2. Technical, Architectural Requirements

Following represents technical and architectural requirements, constraints under which TMSaaS will operate.

C.4.2.1. Risk Management Framework (RMF) Assess Only (formerly Certificate of

Networthiness (CON), Authority to Operation (ATO)

Application shall maintain a current RMF Assess Only certification (formerly CON and

ATO) or equivalent government required authorization permitting used by government personnel for the purposes of carrying out their official responsibilities of monitoring telecommunications assets, performance, and associated processes.

C.4.2.2. JTIC

TMSaaS shall maintain a current JTIC certification as required for all Department of War

(DoW) Information Technology (IT) and National Security Systems (NSS) IAW DoDI

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8330.01 (Interoperability of Information Technology (IT), including National Security

Systems (NSS)).

C.4.2.3. High Availability

TMSaaS, regardless of implementation model (e.g. CCSP or on-premises), shall provide:

C.4.2.3.1. Load Balancing, Scalability

TMSaaS shall distribute processing load across geographically dispersed computing infrastructure to maximize TMSaaS availability and performance. In the specific of CCSP model, the computing infrastructure shall scale to meet increased or decreased demand capability to ensure continuity of operations.

C.4.2.3.2. Redundancy, Failover

TMSaaS shall provide redundancy to ensure if a part of the computing infrastructure experience a planned or unplanned outage, engineered redundancy shall provide failover capability to ensure continuity of operations.

C.4.2.4. Desired Cloud Model (FedRamp Approved Cloud Service Provider)

C.4.2.4.1. Software as a Service (SaaS)

Per Secretary of the Army Memo of 9 Dec 2016, Subj: Army Directive 2016-38

(Migration of Army Systems and Applications to Approved Hosting

Environments and Consolidation of Data Centers), Enclosure 2 (Implementation

Plan for System and Application Rationalization and Migration):

“Reduce the number of Army IT System and applications and optimize those remaining to operate in modern, cloud-enabled computing environments. We can no longer afford unconstrained IT spending nor embrace local IT hosting solutions apart from out desired enterprise approach.”

Accordingly, during the period of performance of this contract, TMSaaS shall migrate to a FedRamp Cloud Service Provider as Software as a Service (SaaS).

Government will lead the approval via Enterprise Cloud Management Office

(ECMO) in advance of executing this optional task. Users accessing the TMSaaS software and data shall be via a web browser. Vendor shall be responsible for the database, the application, and any software updates or upgrades. Vendor is also responsible for database and application scanning and patching to monitor, report, and remediate vulnerabilities.

C.4.2.4.2. FedRAMP-approved Commercial Cloud Service Provider (CCSP)

Current TMSaaS sites shall be moved to a FedRAMP-approved CCSP, to provide load balancing, redundancy, and failover for current and eventual CONUS-wide user population. It is expected that migration and operating processes, procedures, and costs have been stabilized and the government is able to

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TMSaaS vs. FedRAMP-approved CCSP shall be certified at IL Level 5 or greater.

C.4.2.5. Current Cloud Model (On-Premise)

C.4.2.5.1. On-Premises SaaS

This represents the current state for approximately 40% of the Network

Enterprise Technology Command (NETCOM) CSC population. Government provide network access, server infrastructure and server operating system, including operations, sustainment, scanning, patching and remediation for these capabilities.

C.4.2.5.2. Server Infrastructure

Current sites are supported on a single server, which backup and restores are performed. Customer requires an additional, geographically separated, government provided server, including operations, sustainment, scanning, patching and remediation for these capabilities.

Vendor provides the database, software application, updates, upgrades. Further, the vendor is responsible for database and application infrastructure to provide load balancing, redundancy and failover for a larger customer population.

Optionally, the government may require the current infrastructure be relocated to an alternate government data center, if Army elects to retain the on-premises

SaaS model.

C.4.2.6. Voice Infrastructure Agnostic

TMSaaS shall manage the operate, use, and migration of mixed environments

(TDM/PBX, VoIP, Soft Client).

C.4.2.6.1. Fiber, Copper, Wireless

TMSaaS shall operate, manage, track mixed cable plants whether fiber, copper, or wireless. Will facilitate migration/upgrade from one cable plant to another.

C.4.2.6.2. TDM/PBX, VoIP, UC

TMSaaS shall operate, configure, manage, track, and connect to switches and end user devices used for telephonic communications, e.g. PBS, VoIP, or UC. Further, TMSaaS shall facilitate the migration from TDM/PBX to VoIP, allowing for the preservation and restoration of configurations settings across environments.

C.4.2.7. Switch Interface, Ports and Protocols

TMSaaS shall connect to installed telephony switch infrastructure at each implemented

P/C/S (TDM, VoIP, UC) via Ports, Protocols and Services (PPS) to poll telephony switch configuration and performance information that can be monitored and accessed using

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TMSaaS application. In establishing connectivity, TMSaaS shall comply with DoDI

855.01 (Subj: Ports, Protocols, and Services Management (PPSM)).

Where legacy switches are not IP-addressable, but rather have serial interfaces, TMSaaS shall have the capability to make serial-addressable switches “IP-addressable” during implementation and operation as long as legacy serial switches are in service.

C.4.2.8. Interface, Integrate with Army Ticketing System

TMSaaS shall interface with Army-Selected user ticketing system(s) for requesting services, reporting incidents, and resolving problems, currently supported by the Army

Enterprise Service Desk (AESD) and used for problems and services provided under the

AUNITP list.

TMSaaS shall enable users to request services or report incidents using the Army-designated ticketing system, route telecommunications-specific requests and incidents to

TMSaaS, and satisfy requests or resolve incidents within TMSaaS. TMSaaS shall report status and closure information to the Army-designated ticketing system.

C.4.2.9. Scalability

TMSaaS must be scalable in several respects:

C.4.2.9.1. CONUS-wide Sites and Infrastructure

TMSaaS Shall support 100 or more installations/sites across CONUS, which includes installations and TMSaaS-managed voice infrastructure (e.g. switches, cable print, lines, end-user voice devices), services and support staff.

C.4.2.9.2. Installation-to-CONUS-wide

TMSaaS shall provide visibility, operation, alerts, reports, and support at multiple levels (local/installation, regional, brigade, CONUS-Wide).

C.4.3. Implementation, Support Requirements

C.4.3.1. Site Assessments

Vendor shall conduct site assessments to determine implantation scope (installed infrastructure, circuits, and switch types, models, series; cable infrastructure; line counts/usage; staff skills; data availability).

C.4.3.2. Sites

Table (2) shows the site list of identified as current and pending below. Current TMS

SaaS customers are identified. Intent is to implement and support all primary sites during the contract period of performance (PoP). Pending sites are options, in that it can be reasonably anticipated that additional sites will be implemented during the contract PoP.

These sites would be implemented via contract modification and applying reimbursable fund to the contract for implementation, then adjusting out-year support funding to include the new site(s).

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Current TMS Sites Pending (No TMS or other solution)

Fort Belvoir

Fort Hamilton

Fort McCoy

Hawthorne Army Depot

Area 300

Natick Soldier Systems Center

Fort Polk

Tooele Army Depot

JB Meyer-Henderson Hall

Picatinny Arsenal

McAlester Army Ammunition Plant

Presidio of Monterrey

Fort Detrick

West Point Military Academy

Fort Huachuca

Military Ocean Terminal Concord

Fort Meade

Fort Buchanan

Dugway Proving Ground

Fort Sill

Fort A.P. Hill

Fort Devens

Fort Hunter-Liggett/Camp Parks

Carl H. Pipkin Army Reserve Center

(Beaumont)

Fort Campbell

Joint Base Langley-Eustis

Anniston Army Depot

Fort Knox

Fort Bragg

Fort Lee

Letterkenny Army Depot

Detroit Arsenal

Fort Gordon

Fort Stewart

Fort Irwin

Fort Leavenworth

Fort Gillem

Fort Benning

Fort Leonard Wood

Fort Riley

Aberdeen Proving Ground

Fort Jackson

Adelphi Laboratory Center

Redstone Arsenal

Carlisle Barracks

Fort Rucker

Fort Carson

Bluegrass Army Depot

Fort Drum

Camp Atterbury

JBLM

Detroit Arsenal

Charlottesville

FMCOM, IN

Pentagon

Corpus Christi Army Depot

Pine Bluff AD

Pinion Canyon Training Center

Crane AAP (Navy)

Watervliet Arsenal

Pueblo AD

DFAS Indianapolis

WPC-Portland

Raven Rock

Fort Allen

Yuma PG

Camp Roberts

Fort Bliss

AAFES

Rocky Mountain

Miami SOUTHCOM

Red River AD

Sam Houston

Tobyhanna

Radford/ALTESS AAP

JMPA Chicago

White Sands

Camp Bullis

Fort McNair

Beaumont

Hood

JMPA Chicago

T2COM

Yakima

Camp Shelby

Dix

Story

Scott AFB

Iowa AAP

JMPA Miami

JMPA Newark

PEO-STRI

Vicksburg

Camp Stanley

TAD/TAM (USACE)

Commented [KV1]: Confirmation of sites with VMOD Team

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Military Ocean Terminal Sunny Point

Sierra Army Depot

Rock Island Arsenal

USAWHC

Goose Creek

Table 2 Site Listing

C.4.3.3. Training

All contractor personnel be trained and have the required certification to provide the support as defined in this PWS. The Government will only provide one-time training to the existing contractor personnel for new technology not previously identified that can be directly correlated to the tasks within the PWS. If trained contractor personnel are replaced, the contractor shall be responsible for training the replacement employees at the contractor’s expense before they begin work on this task order.

Vendor shall provide comprehensive training via on-demand web. Classroom, over-the-shoulder, or phone appropriate to the life cycle system implementation (for individuals or groups as appropriate):

• Pre-implementation (e.g. web-based, tutorials, classroom, conference calls)

• Implementation (e.g. classroom, over-the-shoulder, online user guide, context sensitive help)

• Post Implementation (e.g. web-based, tutorials, phone, chats, email, assists)

C.4.3.4. Database build, conversion, repair, sustainment

During implementation, vendor shall identify and assess available data; develop scripts, processes, or routines to convert data for target database. Where data does not exist, vendor shall identify sources to be queried (structured, unstructured) and provide methods and instruction to on-site staff to acquire and make available required data.

C.4.3.5. Customer Support

Vendor shall provide online help (self-service), help desk reachable by phone, chat, email and/or web interface for questions, assistance, incidents or problems.

The contractor shall provide help desk support 24x7 for reporting incidents, requesting services, or responding to TMSaaS under questions.

C.4.3.6. Remote Support, Remote Engagement

Vendor (or their designated FedRAMP-certified CCSP) shall be able to remotely access the infrastructure to provide support for the platform, infrastructure and software (per cloud model) to sustain and update or instruct users in their operational or administrative roles.

Architecture shall facilitate ability of users from any installation to engage to support any of their colleagues across CONUS. Intent is to expand the TMS “bench-strength” from the installation or regional level, to CONUS-wide as needed.

C.4.3.7. User Group Participation (Vendor Advisor)

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Vendor shall participate in TMSaaS user group activities for the purpose to advise user representative on the proper use of TMSaaS methods, techniques, features, and functions to resolve installation, region, BDE, or CONUS-wide issue; support standardization of

TMSaaS use to achieve desired returns on investment; identify TMSaaS solution to systemic problems; advise plans/features for future TMSaaS software release; collect requirements for potential inclusion in future releases.

C.4.3.8. Software or Database Releases

Vendor shall systematically implement new capabilities new capabilities, features or releases through aggressive testing and user acceptance prior to new releases being deployed into the production environment.

Releases announcements/notes shall be distributed to organizations and users to announce upcoming new soft releases, capabilities, required adjustments by government users at the local, regional, brigade, or theater/enterprise levels.

C.4.3.9. Service Interruptions

Vendor shall have processes in place to mitigate planned and unplanned outages.

C.4.3.9.1. Planned

In advance of a planned service interruption, the vendor shall contact all impacted customers either by email, phone, text, or other agreed-upon method advising, who/which installation will be impacted, dates, times and duration of the service interruption. Vendor shall also advise of any tasks required of the government in preparation for or recovery from the planned interruption.

C.4.3.9.2. Unplanned

Government expects vendors to mitigate unplanned outages through an architecture engineered for high availability (load balancing, scalability, redundancy, and failover). In the unlikely even an unplanned outage does occur, vendors shall immediately advise customers of outage with as much information as may be available and actions being taken to determine cause and expected service restoration timeframe. Vendor shall provide hourly updates until services are restored. Vendors shall publish an after action report advising customer of actions being taken to prevent the root cause of the unplanned outage in the future.

C.4.3.10 Post-Award Transition

Upon award, the government’s priorities are to establish the target environment with load balancing, redundancy, and failover implemented, tested and operational. Vendor shall then migrate existing SaaS sites to the target environment. Priorities beyond existing SaaS sites shall be provided at contract kick-off.

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C.4.4 Contractor Identification Requirements

In accordance with FAR 37.114(c), 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 shall provide their employee 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.

Contractors shall require their employees to wear the Contractor ID badges visibly along with the

Government issued CAC card and/or special access badges when performing work at

Government workplaces. Contractor personnel shall also ensure that all e-mails, documents, or reports they produce are suitably marked as Contractor products and/or that contractor participation is appropriately disclosed. All signature blocks on e-mails shall indicate that the sender is a contractor employee and include the contractor’s company name.

C.4.4.1 Contractor personnel who are retired military shall not use their retired military rank/titles while working in an official role as a Government contractor on this task order.

C.5. Sites

Following sites (in whole or in part) anticipated to be implemented during the contract PoP. This list

(table 2) is subject to revision to include additional sites based on Army prioritization and should revision be necessary will be done via contract modification.

C.5.1 Existing NETCOM Sites

Priority sites are those under NETCOM control as organic sites or under administrative control of

NETCOM.

C.5.2 Convergence

During the five-year period of performance for this acquisition, a number of sites and/or organizational networks will be “converged” under NETCOM control, thus requiring TMSaaS to be extended to those sites, customers or networks.

C.6. Quality Control and Quality Assurance

C.6.1 Contract Quality Requirements. Contract requirements/terms contained in the PWS include those that articulate services and deliverable requirements, and any PWS quality requirements, such as Quality Management Pan, Quality Control Plan (QCP), and so forth. Quality Control

(QC) is the responsibility of the contractor. The contractor is responsible for the control of its quality to ensure delivery of quality services to the Government IAW the terms and conditions and the applicable inspection clauses.

C.6.2 Quality Control. The contractor shall develop, implement, and maintain an effective Quality

Control System that includes a written QCP. The QCP shall implement standardized procedures/methodology for monitoring and documenting contract performance to ensure all task order requirements are met. Specific performance metrics appear in Quality Assurance

Surveillance Plan enclosure 5 Performance Requirements Summary (PRS).

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C.6.2.1 An optimal QCP shall identify potential problem areas and evolve over the life of the task order. The Contractor’s QCP shall contain a systematic approach to monitor operations to ensure acceptable services are provided to the Government.

C.6.2.2 The QCP, as a minimum, shall address continuous process improvement;

procedures for scheduling, conducting, and documenting inspection; discrepancy identification and correction; correction action procedures, to include procedures for addressing Government-discovered nonconformances; procedures for root cause analysis to identify the root cause and root cause corrective action to prevent recurrence of discrepancies; procedures for trend analysis; and procedures for collecting and addressing customer feedback/complaints.

C.6.2.3 The contractor, upon request, shall provide to the Government its QC documentation.

C.6.2.4 The contractor shall provide the Government with an electronic copy of its comprehensive QCP in Microsoft Word format or Portable Document Format (PDF) within 30 calendar days after award date to the Contracting Officer and Contracting

Officer’s Representative (COR) for approval. After of the QCP, the contractor shall receive the KO acceptance in writing of any proposed change to its QCP.

C.6.3 Quality Assurance. The Government will evaluate the contractor’s performance under this task order IAW the Quality Assurance Surveillance Plan (QASP). This plan is a Government-only document primarily focused on what the Government must do to assure that the Contractor has performed IAW the requirements of this task order. The Government has the right to conduct inspections and performance evaluation at any time. If any aspect of the performance is not in conformance with the requirements of this task order, the Government has the right to issue to the contractor a Nonconformance Report (NCR).

C.6.4 Corrective Action. At any time it is determined by the KO that the quality control system, personnel, instructions, controls, tests, or records are not providing results that conform to task order requirements, the contractor shall take action to correct the deficiency. If an NCR is issued, the contractor shall develop a Corrective Action Plan (CAP) that identifies the root cause, Corrective Action (CA) for the root cause, CA for the specific nonconformance, CA to the root cause to prevent recurrence, and timeline for completion.

Required Service

Reference Paragraph

Standard Acceptable Quality

Level (AQL) Method of

Surveillance

Incentives / Disincentives for Meeting or Not

Meeting Performance

Standards

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System Availability

C.4.2.3

The Contractor shall maintain the systems at an operational availability of

99.9 percent.

Operational availability is based on a 24-hour-day, 7 days per week, 52 weeks per year, for all areas, in aggregate will be operational

99.9 percent of the time.

Periodic Direct Observation, and Periodic Document Review

Positive and negative performance will be documented in monthly COR reports and past performance reports.

Combating Trafficking in Persons

FAR Subpart

22.17, DFARS

Subpart 222.17 and DFARS

PGI

QASPs that are developed IAW DFARS 237.172 should appropriately describe how the COR will monitor the Contractor's performance regarding trafficking in persons such that non-compliance with FAR 52.222-50 is brought to the immediate attention of the Contracting officer.

0% Deviation;

100% Compliance;

± 0

Periodic Direct Observation

Past Performance Report

Customer Support

C.4.3.5.

The Contractor shall provide online help (self-service), help desk reachable by phone, chat, email and/or web interface for questions, assistance, incidents or problems.

Operational availability is based on a 24-hour-day, 7 days per week, 52 weeks per year, for all areas, in aggregate will be operational

99.9 percent of the time.

Periodic Direct Observation, and Periodic Document Review

Positive and negative performance will be documented in monthly COR reports and past performance reports.

Table 3 Quality Assurance Matrix

C.7. Contracting Officer’s Representative

The KO will provide a COR Designation Letter for this task order upon award. The contractor shall acknowledge the COR Designation Letter in writing and return to the KO within 5 business days of receipt.

C.8 Acronyms

7SC(T) 7th Signal Command (Theater)

AESD Army Enterprise Service Desk

ATO Authority to Operation

AUNITP Army Unified Network Information Technology Portfolio

AUNP Army Unified Network Plan

CA Correction Action

CAP Correction Action Plan

CCSP Commercial Cloud Service Provider

CDR Call Detail Records

CON Certificate of Networthiness

CONUS Continental United States-Wide

COOP Continuity of Operations Plan

COR Contracting Officer's Representative

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CSC Cyberspace Support Center

CSV Comma Separated Value demarc Demarcation

DOW Department of War

DPW Department of Public Work

GIS Geographical Information System

ID Identification

IT Information Technology

JTIC/JITC Joint Test Interoperability Command/Joint Interoperability Test Command

LCSC Local Cyberspace Support Center

MILCON Military Construction

MRC Monthly Recurring Cost

NCR Nonconformance Report

NENA National Emergency Number Association

NETCOM Network Enterprise Technology Command

NRC Non-Recurring Cost

NSS National Security Systems

OPLAN Operations Plan

P/C/S Post/Camp/Station

PDF Portable Document Format

PoP Period of Performance

PPS Protocols and Services

PPSM Ports, Protocols, and Services Management

PRS Performance Requirements Summary

PSAP Public Safety Answer Point

QASP Quality Assurance Surveillance Plan

QC Quality Control

QCP Quality Control Plan

RCSC Regional Cyberspace Support Center

RMF Risk Management Framework

SaaS Software as a Service

SLA Service Level Agreement

TCO Telecommunications Control Officer

TDM Time Division Multiplexing

TMS Telecommunications Management System

TMSaaS Telecommunications Management System as-a Service

TXT ACSII text file

VOIP Voice over Internet Protocol

XLSX Microsoft Excel Open XML Format

C.9. References

9.1 Publications and Forms

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Department of the Army Pamphlet (DA PAM)

DA Pam 25-1-1, Army Information Technology Implementation Instructions

DA Pam 25-2-6, Cybersecurity Training and Certification Program

DA Pam 25-2-7, Army Information System Privileged Access

DA Pam 25-2-9, Wireless Security Standards

DA Pam 25-2-14, Risk Management Framework for Army Information Technology

Department of the Army CIO/G-6 Policies

Army CIO/G-6 List of Network Enterprise Centers (NEC) Service Level Agreement

(SLA)/Operational Level Agreement (OLA) (Implemented by the Secretary of the Army (Office, Chief Information Officer, via OASA memorandum, SAIS-AOI, subject: Army Command, Control, Communications, Computers, and Information Management (C4IM) Services List current version is available from the R-NEC.

Army Information Technology Metrics Program (available from the R-NEC)

Department of the Army Regulations (AR)

AR 25-1 Army Information Technology

AR 25-2, Army Cybersecurity

AR 25-13, Army Telecommunications and Unified Capabilities

AR 25-50, Preparing and Managing Correspondence

AR 25-55, The Department of the Army Freedom of Information Act Program

AR 190-13, The Army Physical Security Program (CUI (previously FOUO) requires CAC access)

AR 190-51, Security of Unclassified Army Resources (Sensitive and Non-sensitive)

AR 380-5, Army Information Security Program

AR 380-49, Industrial Security Program

AR 380-67, Personnel Security Program

AR 381-10, US Army Intelligence Activities

AR 381-12, Threat Awareness and Reporting Program

AR 385–10, The Army Safety Program

AR 420–1, Army Facilities Management

AR 525-13, Antiterrorism (CUI (previously FOUO) requires CAC access)

AR 530-1, Operations Security (OPSEC)

Department of Defense Instruction (DoDI)

DoDI 5200.48, Controlled Unclassified Information (CUI)

DODI 5220.22, National Industrial Security Program (NISP)

DoDI 5400.11, DoD Privacy and Civil Liberties Programs

DoDI 6055.1, DoD Safety and Occupational Health (SOH) Program

DoDI 8500.01, Cybersecurity

DoDI 8510.01, Risk Management Framework (RMF) for DoD Information Technology (IT)

DODI 8520.2, Public Key Infrastructure (PKI) and Public Key (PK) Enabling

DODI 8551.1, Ports, Protocols, and Services Management (PPSM)

Department of Defense Directives (DoDD)

DODD 3020.26, Defense Continuity Program (DCP)

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DODD 5500.07, Standards of Conduct

DoDD 8100.2, Use of Commercial Wireless Devices, Services, and Technologies in The

Department of Defense (DOD) Global Information Grid (GIG)

DoDD 8140.01, Cyberspace Workforce Management

Department of Defense Manuals

DoDM 5200.01-V1, DoD Information Security Program: Overview, Classification, and

Declassification

DoDM 5200.01-V2, DOD Information Security Program: Marking of Information

DoDM 5200.01-V3, DOD Information Security Program: Protection of Classified Information

DoDD 5205.02E, DoD Operations Security (OPSEC) Program

DoDM 5220.32-V1, National Industrial Security Program: Industrial Security Procedures for

Government Activities

DoD 8570.01-M, Information Assurance Workforce Improvement Program

DoD DCP Guide (2005) COOP Information Classification

Defense Information Systems Agency (DISA)

DISA CIR 300-110-3, Defense Information Systems Network (DISN) Security Classification

Guide

DISA Cir 300-115-3, Defense Information Systems Network (DISN) Secret Internet Protocol

Routing Network (SIPRNet) Security Classification Guide

Committee on National Security Systems (CNSS) (available at http://www.cnss.gov)

CNSSI 4009, National Information Assurance Glossary

CNSSI 7003, Protected Distribution System

CNSSAM TEMPEST 1-16, Maintenance and Disposition of TEMPEST Equipment

NETCOM Regulations

NETCOM Regulation 380-5, Information Security

NETCOM Regulation 380-67, Personnel Security

NETCOM Pamphlet

NETCOM Pamphlet 25-52, Writing, Grammar, and Style

National Institute of Standards and Technology (NIST) Special Publication (SP)

NIST SP 800-34 Rev 1, Contingency Planning Guide for Federal Information Systems

NIST SP 800-171 Rev 2, Protecting…