Draft_PWS_RFI___QTA00NS17KH5000_Jan_2017.doc

PERFORMANCE WORK STATEMENT (PWS)

Telecommunications Support Desk GSA FAS ITS Network Services Programs

DRAFT DATED 4 JANUARY 2017

SECTION 1

1. General: This is a non-personal services Performance Work Statement (PWS) for a centralized, coordinated, national Telecommunications Support Desk solution for the Network Services Programs (NSP) of the General Services Administration (GSA).

1.1. Background: The U.S. General Services Administration (GSA) Network Services Support Desk provides a single point of contact for all Federal Government Agencies that procure their voice and data services through GSA Contract Vehicles. Originally started more than fifteen years ago as a Region 1 Support Agreement providing Telecommunications Support Desk and Technicians throughout the Region. The contract has now grown into a National Program providing Support Desk Repair Services and Management 24x7x365 to GSA customers located CONUS, Puerto Rico, Saipan, and Guam, customized agency support for Department of Transportation Federal Aviation Administration and Department of Homeland Security Transportation Security Administration, and on-site technical repair services to the Denver Federal Center in Denver CO as well as throughout New England.

In addition to providing Support Desk Management and Services, the Support Desk Contractor has been responsible for providing Automatic Call Distribution (ACD) Services, Database Management (Vendor, Customer POC’s, Inventory, Locations etc.) and Telecommunications Support Desk Management Solution using the ServiceNow platform.

The Contractor shall provide a ServiceNow Telecommunications Support Desk Management solution which shall provide GSA with separate modules for trouble ticket management, customer Telephone Service Requests, Order Writing, and Billing Reconciliation. The Contractor is responsible for all System Administration, Design, Testing, and Maintenance of system, and assurance that their ServiceNow solution is FedRamp-Certified upon submission of their proposal.

1.2. Description of Services/Introduction: The Contractor shall provide all personnel, supplies, materials, supervision, items and services necessary to perform Telecommunications Support Desk Services as defined in this PWS except for those items specified in Section 2 of the PWS as Government furnished.

1.3. Network Services Programs entities to be supported by the Telecommunications Support Desk:

1.3.1. National Network Services Support Desk to support the following geographical areas:

Branch A

· Region 1 - New England – Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, & Connecticut

· Region 2 - Northeast & Caribbean – New York, New Jersey, Virgin Islands, & Puerto Rico.

· Region 3 - Mid-Atlantic – Delaware, Maryland, Pennsylvania, Virginia, & West Virginia.

Branch B

· Region 4 - Southeast Sunbelt – Alabama, Florida, Georgia, Kentucky, Tennessee, North Carolina, South Carolina, & Mississippi.

Branch C

· Region 5 - Great Lakes – Illinois, Indiana, Michigan, Minnesota, Ohio, & Wisconsin.

· Region 6 - Heartland – Kansas, Iowa, Missouri, & Nebraska.

· Region 7 - Greater Southwest – Arkansas, Louisiana, New Mexico, Oklahoma, & Texas.

· Region 8 - Rocky Mountain – Colorado, Montana, North Dakota, South Dakota, Utah, and Wyoming.

Branch D

· Region 9 - Southwest / Pacific Rim – Arizona, California, Hawaii, Nevada, American Samoa, East Asia, & Guam.

· Region 10 - Northwest / Arctic – Alaska, Idaho, Oregon, & Washington.

No Branch

· Region 11 - National Capital Region – Washington DC Metro Area. Future requirement not to be priced at this time.

As times goes on Regional Identifiers may be removed for a Nationwide Region 17 program to cover all regions.

1.3.2. Agencies with Specialized Requirements:

· Transportation and Safety Administration (TSA) National Telecommunications Network

· Federal Aviation Administration (FAA) National Telecommunications Network

1.4. Scope:

The following is a summary of the tasks required by the Government. (See Section 4 of this PWS for more details). The requirements shall allow for incremental resource/staff growth should the scope of the requirement be increased by surge and other telecommunications service related changes by GSA (e.g., addition of EIS Transition or WITS). All incremental resource/staff growth must be approved by the Contracting Officer (CO) and Contracting Officer Representative (COR) prior to any contractual modification.

1.4.1. Task 1. Customer Telecommunications Support Desk (see Section 4.1). The Contractor shall provide Customer Telecommunications Support Desk services to support the NSP and provide a single point of contact for NSP customers calling directly, being transferred by other GSA employees in other geographic areas or those transferred from the GSA National Customer Services Center (NCSC).

1.4.2. Task 2. Critical Customer Care Representative (see Section 4.2). The Contractor shall coordinate and manage sensitive, critical or complex customer problems and outages on an as needed basis. The Critical Care Representative will coordinate with the customer and the Contractor for the life of an issue.

1.4.3. Task 3. Telecommunications Support Analyst (see Section 4.3). The Contractor shall provide on-site Telecommunications Finance Support and analysis.

1.4.4. Task 4. ServiceNow Based Support Desk Management Software (see Section 4.4): The Contractor shall provide an Electronic Management System (EMS) to log and track trouble tickets, process telephone service requests (TSR’s), Order Writing Requests, Finance Services tracking, report metrics and coordinate management of telecommunications inventory or infrastructure using the ServiceNow Platform.

1.4.5. Task 5. ServiceNow System Administration Support (see Section 4.5): The Contractor shall provide adequate Certified ServiceNow personnel responsible for daily system administration and solution engineering.

1.4.6. Task 6. Repair Field Technicians (see Section 4.6). The Contractor shall provide trained telecommunications/PBX Switch technicians to handle day to day repairs and maintenance throughout New England and at the Denver Federal Center in Denver Colorado. In addition, technicians must be made available to travel within the Continental United States (CONUS), with prior CO approval, in support of Emergency Restoration efforts as required.

1.4.7. Task 7. Program Management (see Section 4.7). The Contractor shall provide Program Management support to ensure that all of the tasks of this Task Order are delivered effectively and efficiently per all stated performance requirements (see Section 6).

1.4.8. Task 8. Call Center Management System (see Section 4.8). The Contractor shall provide an Automatic Call Distribution (ACD) or Uniform Call Distribution (UCD) Call Center solution to manage all incoming voice traffic. The Contractor shall provide additional call distribution services, receiving calls from NSP customers and routing them to the appropriate NSP program contact. This may be accomplished electronically or manually based on the Government’s requirement at the time of activation of this task.

1.5. Period of Performance: The period of performance shall be for a base period of one (1) year, and four (4) option years starting October 1, 2017.

1.6. Quality Control: 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 assures that work complies with the requirement of the Task Order. The Contractor shall deliver the Quality Control Plan (QCP) within 15 days after award (see Section 7). After acceptance of the QCP the Contractor shall receive the CO’s acceptance in writing of any proposed change to his QCP.

1.7. Quality Assurance: The Government shall evaluate the Contractor’s performance under this Task Order in accordance with the Quality Assurance Surveillance Plan (QASP). The Contractor shall develop the QASP and submit for COR Review NLT 30 days after award (see Section 7). 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).

1.8. Hours of Operation: The Contractor shall be responsible for receiving and processing trouble calls and customer inquiries and trouble/maintenance issues 24x7x365.

1.9. Place of Performance: The work under this Task Order will be performed at either a Government supplied or Contractor location. Both options shall be priced individually. The Government will select the site location that is in the best interest of the government. Either location must be within a 30 mile driving distance of 275 Chestnut St. Manchester NH, to allow for COR oversight of facilities.

1.10. Type of Task Order: The Government intends to award a Firm Fixed Price Task Order to support this requirement.

1.11. Security Requirements: Contractor personnel performing work under this Task Order shall comply with HSPD-12 guidelines. (see: http://www.dhs.gov/xabout/laws/gc_1217616624097.shtm).

1.11.1. Physical Security: The Contractor shall be responsible for safeguarding all Government equipment, information and property provided for Contractor use. At the close of each work period, Government facilities, equipment, and materials shall be secured.

1.11.2. Key Control: The Contractor shall establish and implement methods of making sure all keys/key (hereinafter referred to as keys) cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. Keys issued to the Contractor by the Government shall NOT be duplicated. The Contractor shall develop procedures covering key control that shall be included in the QCP. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys to the CO. In the event keys, other than master keys, are lost or duplicated, the Contractor shall notify the CO and COR within one (1) business day. The

1.11.3. CO may direct the Contractor to re-key or replace the affected lock or locks at the Contractor’s cost. In the event a master key is lost or duplicated, all locks and keys for that system will be replaced by the Government and the total cost relating to the loss will deducted from the monthly payment due the Contractor. The Contractor shall prohibit the use of Government keys issued by any persons other than the Contractor’s employees.

1.11.4. Access to controlled spaces: The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor or Government personnel engaged in the performance of assigned work in those areas, or personnel authorized entrance by the CO.

1.11.5. Lock Combinations: The Contractor shall ensure that all lock combinations are not revealed to unauthorized persons.

1.12. Post Award Conference/Periodic Progress Meetings: The Contractor shall attend any post award conference convened by the contracting activity or Task Order administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The CO, COR, and other Government personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance. At these meetings the CO 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.

1.13. Contracting Officer Representative (COR): The COR will be identified by separate letter. The COR monitors all technical aspects of the Task Order and assists in Task Order administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the Task Order; perform inspections necessary in connection with Task Order performance; maintain written and oral communications with the Contractor concerning technical aspects of the Task Order; issue written interpretations of technical requirements including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the CO 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.

1.14. Identification of Contractor Employees: All Contractor personnel attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties are required to identify themselves as Contractors to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

1.15. Contractor Travel: Approved Contractor Travel in support of Support Desk briefings to supported customers and GSA Senior Leadership as well as assisting in restoral of services during critical outages is a requirement of the Task Order. The Contractor will be authorized travel expenses consistent with the substantive provisions of FAR part 31.205-46 Travel Costs, and the limitation of funds specified in this Task Order. All Contractor travel that incurs a cost to the Government requires COR and CO approval in advance of travel. The Government will allocate $10,000 emergency travel funds for each Option Period. Unused travel shall be deobligated if/when an option period is exercised.

1.16. ServiceNow System and Data Rights: The Government has unlimited rights to all documents/data and materials produced under this Task Order. All systems, documents, data, and materials produced under this Task Order 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, data, and materials may not be used or sold by the Contractor without written permission from the CO. 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. The Contractor EMS shall be turned over to the Government upon full execution of the Task Order or at the end of any awarded option year. Data Transition: The current Contractor supplies and maintains an EMS system with separate applications to track and process customer trouble tickets, customer service requests and inquiries, and order writing forms. In addition, this system maintains databases for inventory management, Contractor management, Knowledge Bank, callers and locations. The successful Contractor shall transition existing Government data to a new Contractor supplied system to maintain continuity of history. All systems, data material, documents and all licensing rights and privileges shall be owned by the Government.

1.17. Organizational Conflict of Interest: Contractor personnel performing work under this Task Order 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 CO 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 CO to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the CO and in the event the CO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the CO 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. The COR will provide the Contractor Non-Disclosure Letters which shall be read and signed by each Contractor employee.

1.18. Transition of current services:

1.18.1. Transition Period: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during a 30 day transition period. During this period, the Contractor shall become familiar with performance requirements in order to commence full performance of services at the end of the transition period.

1.18.2. Transition Plan: The Contractor shall provide a Transition Plan as part of the Technical Proposal.

SECTION 2

2. Government Furnished Services and Equipment at Government Provided Site:

2.1. Services: The Government will provide the basic janitorial services and utilities at Government site necessary to support the performance of the tasks outlined in this PWS.

2.2. Facilities: TBA .The Government will provide the necessary workspace for the Contractor staff to provide the support outlined in the PWS to include working space, parking, conference room, etc. If Contractor site is selected contactors will provide all Services necessary to support the Contractor facility.

2.3. Equipment: The Government will provide the standard office equipment necessary to perform the tasks performed in this PWS. This includes computers, fax machines, printers, document scanners, desk telephones, and other items necessary to maintain an office environment.

SECTION 3

3. Contractor Site and Contractor Furnished Items and Services:

3.1. General: The Contractor shall furnish all office supplies (pens, paper, etc.), equipment (e.g. Printers, Scanner, Fax Machine, etc.), and services required to perform work under this Task Order that are not listed under this PWS as provided by the Government.

3.2. Software System. The Contractor shall furnish an EMS to be used for the daily administration of maintenance tickets, workload reporting and inventory management. EMS shall be Authority to Operate (ATO) compliant.

3.3. Inbound Call Center Management: The Contractor shall provide an ACD/UCD (see Section 4.5) to efficiently route daily call traffic.

SECTION 4

4. Specific Tasks:

Task 1

4.1. Telecommunications Support Desk. The Contractor shall provide trained Support Desk Specialists to support the NSP Telecommunications Support Desk to provide a single point of contact for ALL full service Network Services Programs customers.

4.1.1. Contractor shall provide services twenty-four (24) hours a day, seven (7) days per week, every day of the year.

4.1.2. The Telecommunications Support Desk shall provide ongoing technical services including but not limited to the following:

· Troubleshooting and restoration of telecommunications services;

· Remote and local administration of telecommunications systems;

· Plain Old Telephone Services ( POTS);

· Analog and Digital Centrex and Centrex-like services;

· 4 wire telecommunications circuits including but not limited to ring down, alarm, hot dialer, dry pair etc.;

· Voice over IP services

· Telecommunications circuits (e.g. DS-1, T-1, T-3, OC-3)

· Video Teleconferencing (VTC) systems and applications based on ISDN BRI/PRI.

· MPLS Network Support

· Telephone based training of system features

· Grandstream UCM

· Octel Voicemail

· Avaya Merlin Magix

4.1.3. The Telecommunications Support Desk shall perform all coordination functions to support Network Services Programs service requirements. This includes but is not limited to:

· managing and documenting the trouble ticket reporting and management process;

· build the trouble ticket in the appropriate information system;

· report the associated service issue to the appropriate Contractor or service provider;

· Coordinate the work performed under this Task Order by the Contractor and all related services performed by other Contractors including but not limited to all Local Exchange Carriers (LEC, ILEC, and CLEC), equipment Contractors and their affiliates.

4.1.4. The Telecommunications Support Desk shall coordinate activities under the multi-Contractor environment that supports the requirements of this Task Order (i.e., other Contractors capable of assisting with trouble resolution). The Telecommunications Support Desk shall:

· report and document all customer repair requests and track them through to resolution;

· issue change orders as directed by Government;

· coordinate implementation of change orders through completion;

· Coordinate all activities that impact the communications platform and services provided under this Task Order.

4.1.5. The Government will provide all contact names, Contractor names, telephone numbers and Task Order information to the Telecommunications Support Desk to facilitate their functions. The Contractor shall maintain this list for the Government going forward.

4.1.6. Telecommunications Support Desk personnel shall have a general working knowledge of the following telecommunications management systems or their replacements:

· Telephone Order Processing System (TOPS) or replacement system;

· Switch Administration Systems (CMAC, CCRS,);

· LEC/CLEC provided trouble management portals (ANI, Enterprise Direct, Express Ticketing) ;

· Electronic Management System (to be provided by Contractor);

· Voice Mail Systems (LEC or CLEC provided voicemail system, AUDIX, Octel).

4.1.7. The Telecommunications Support Desk shall be responsible for the following data management functions:

· Telephone Number and Circuit Inventory management and administration; to include:

· Inventory/TN

· Agency

· Location

· Contractor

· TOPs or replacement system Account Number

· Agency Hierarchy Code

· Incident History

· Creating and Maintaining LEC/CLEC and Contractor escalation lists;

· Telecommunications Service Priority (TSP);

· Trouble Ticket administration, reporting, tracking, repairing and closing.

4.1.8. The Government will provide any necessary training for Contractor’s employees on any Government proprietary system. Initial training will be provided during transition, subsequent training for new personnel shall be the responsibility of the Contractor.

4.1.9. Telecommunications Support Desk personnel and services are considered “Essential” during periods of inclement weather and emergencies. Options for telework are available during emergency situations and shall be approved by the COR.

4.1.10. Dept. of Homeland Security / Transportation Security Administrations Additional Requirements:

4.1.10..1. The Telecommunications Support Desk shall be responsible for the following additional Data Management functions in support of DHS/TSA:

· Separate Inventory Database that captures and maintains the following additional information:

· Airport Code

· Site Code

· Point of Contact / Airport Access Process

· Separate Knowledge Bank that maintains and updates all processes for interacting with DHS-TSA personnel.

4.1.11. U.S. Dept. of Transportation / Federal Aviation Administration’s Additional Requirements:

4.1.11..1. The Telecommunications Support Desk shall be responsible for the following additional Data Management functions in support of DOT-FAA

· Separate inventory Database that captures and maintains the following additional information:

· LID

· FAC

· SVC

· PDC

· Point of Contact / Facility Access Information

· Service Type

· Service Area

· Office

· Separate Knowledge Bank that maintains and updates all processes for interacting with DOT-FAA personnel.

Task 2

4.2. Critical Customer Care Representative – The Contractor shall coordinate and manage critical, sensitive customer issues and complex outages for all full service NSP customers.

4.2.1. The Critical Customer Care Representatives shall be available 24/7 to coordinate the resolution of critical customer issues reported to the Telecommunications Support Desk. Duties for this task include but are not limited to opening Contractor conference bridges, escalating support for critical and emergency outages, coordinating Contractor dispatches and providing overall trouble ticket management, preparing post trouble reports, root cause analyses and monthly mean time to repair reports.

Task 3

4.3. Telecommunication Support Analyst. The Contractor shall provide on-site Telecommunications Finance support and analysis.

4.3.1 The Contractor shall be responsible for the following tasks:

· Provide customer billing reconciliation.

· Provide liaison telecommunications/billing/finance services between GSA, internal and external customers, and Contractors.

· Monitoring direct and indirect costs to ensure adequate funding of all programs.

· Recommendation of budgetary changes during the year based on evaluation of circumstances and operating requirements.

· Creation and presentation of regular reports on status of funds and telecommunication services activities.

· Conduct analyses of a variety of programs and plans supporting the National Network Services Program Office.

· Research and correct billing inquiries and discrepancies reported by customers.

· Create and provide recommendations, responses and documentation required for audit telecommunications reports, and follow up as required to ensure compliance accuracy.

· Serve as liaison to the Financial Services Center for The Network Services Program.

· Work closely with National Network Service Program Office to develop basic operational practices and procedures necessary for effective management in the process of accomplishing the mission.

· Assist in the study and analysis of existing service activities.

4.3.2 The Contractor shall identify how the employees are skilled in using Government/Contractor systems applications provided for completion the Contractor’s duties of this task, which include but are not limited to:

· Microsoft Office Suite

· Google Office Applications

· TOPS and/or any TOPS replacement system

· FMIS

· VITAP

· Verizon Enterprise Direct and Bill Manager

4.3.3 Access to many of these systems is restricted to adjudicated personnel. Performance of this task requires that the Contractor provides HSPD-12 cleared personnel.

4.3.4 The Government will provide training for Contractor’s employees on any Government proprietary system. Initial training will be provided during transition, subsequent training for new personnel shall be the responsibility of the Contractor.

Task 4

4.4. ServiceNow Based Support Desk Management Software. The Contractor shall provide a Support Desk Management Software using ServiceNow.

4.4.1. The Contractor solution shall be Fed RAMP/ FISMA compliant (Federal Information Security Management Act of 2002, 44 U.S.C. §3541, et seq.)

4.4.2. The Contractor’s Management Solution will be capable of inventorying critical circuit information including but not limited to:

· Circuit ID

· LEC/CLEC contact information

· Servicing Contractor information (For Systems)

· Service type

· Location of Service

· Trouble reporting numbers

· Any other information needed to resolve maintenance issues.

4.4.3. The Contractor’s Management Solution shall provide logins for up to 125 GSA personnel to access the system as well as adequate licenses for Contractor staff. Additional licenses can be added at any time and optional license pricing should be provided with proposal.

4.4.4. The Contractor’s Management Solution shall provide GSA with unlimited basic users that can build and track their own maintenance issues.

4.4.5. The Contractor’s Management Solution will provide GSA with the following applications for processing daily work:

· Telephone Service Request’s (TSR’s)

· Trouble / Incident Management

· Order Writing Form

· Finance Services

4.4.6. The Contractor’s Management Solution shall be capable of receiving requests sent into multiple email addresses and automatically be able to relate to appropriate request type and generate correct ticket using inbound action rules.

4.4.7. The Contractor’s Management Solution will be capable of providing custom views / User roles and system restrictions for the following groups:

· Trouble Ticketing

· Trouble Ticketing Assigner

· Service Delivery Branch A

· Service Deliver Branch B

· Service Delivery Branch C

· Service Delivery Branch D

· Service Delivery Assigner

· Order Writing

· Order Writing Assigner

· Reports Admin

· Finance Services

· FAA Admin

4.4.8. The Contractor’s Management Solution will be capable of providing automatic notifications to end users to include the following:

· Ticket Creation

· Status Change

· Follow Up

· State Changes

· Inbound Email processing

· Ticket Resolution

· Ticket Escalation

Task 5

4.5. ServiceNow System Administration Support:

4.5.1. The Contractor shall be responsible for the design, development, configuration, testing, implementation, and ongoing maintenance for all ServiceNow applications in support of this Task Order. Task and responsibilities will include but not be limited to the following:

· Provide daily support of the ServiceNow platform; including scripting, configuration, integration and administration

· Determine scope, estimate work efforts and determines duration of development activities

· Design solutions to meet business requirements

· Respond to System Service Issues and provide incident resolution

· Create process documentation for team and provide training to internal team members, to include Support Desk, Service Delivery, Order Writing and Finance Service Center (FSC)

· Generate reports and KPI analysis as needed

· Available to support system 24x7 / 365

Task 6

4.6. Telecommunications Repair Field Technician: The Contractor shall provide trained Telecommunications Repair Field Technicians responsible for on-site telephone repair and maintenance at the Denver Federal Center, Denver, CO., throughout New England and available to travel CONUS for emergency restoration.

4.6.1. The Telecommunications Repair Field Technicians shall perform all repair and maintenance functions to support Network Services Programs service requirements. This includes but is not limited to:

· Performing diagnostic tests on integrated circuit equipment to determine trouble

· Performing necessary work to test, repair, and maintain various types of Customer Provided Network Equipment and infrastructure cabling to include:

· Avaya Magix Key Systems ( New England Region’s)

· NEAX 2400, 2000 and IVS2 Systems (Denver Federal Building)

· ISDN-BRI NT-1 Equipment

· Test, clean, and fix or replace faulty wiring to include: CAT5/CAT6 riser and station cabling, Amphenol cables, both LED and Laser Optimized Single-Mode and Multi-Mode Fiber, and COAX Cable.

· Video Teleconferencing

· Wi-Fi Modems and Routers

· The Telecommunications Repair Field Technicians will have the necessary skills and knowledge to diagnose and repair outages for the following services:

· T-1 / PRI

· Analog & Digital Centrex

· Various Key Systems and PBX’s

· Voice over IP

· DSL

· Wi-Fi Services to include DSL, Cable Internet and Hi-Speed Ethernet

4.6.2. The Contractor shall be responsible for providing all necessary telecommunications tools, test equipment, vehicles, and safety equipment.

4.6.3. The Government will provide reimbursement for emergency restoration travel outside of New England and Denver, CO when approved by the CO in advance and in accordance with the FAR.

Task 7

4.7. Program Management. The Contractor shall provide Program Management support to ensure that all of the tasks of this Task Order are delivered effectively and efficiently.

4.7.1. The Program Manager shall coordinate weekly and monthly reports with the various telecommunications providers under Task Order to the Government.

4.7.2. The Program Manager shall provide program oversight and management of all tasks related to this Task Order.

4.7.3. The Program Manager shall manage enterprise data for all Trouble Calls, inventory management, and information related to this Task Order in the Contractor provided EMS.

4.7.4. The Program Manager shall manage all personnel related to this task order.

Task 8

4.8. Call Center Management Solution

4.8.1. The Contractor shall provide a Call Center Management Solution capable of routing incoming and outgoing traffic efficiently.

4.8.2. The Call Center Management Solution shall, at a minimum, satisfy the following requirements:

· Demonstrate ability to deliver a reliable platform for Telecommunications Support Desk operations 24/7/365.

· Automatic call distribution

· Ability to route calls to off-site agents in the event of an emergency or inclement weather

· Real-time monitoring and reporting

· Historical reporting detailing Call Center metrics

· Ability to route calls to appropriately skilled agents via auto attendant (ACD/UCD)

· Ability to accept and route

SECTION 5

5. Continuity of Services and First Right of Refusal to Incumbent Employeees. The Incumbent Contractor, NCI Information Services, will coordinate “phase-out” of the existing Task Order. The Awardee is encouraged to work closely with the incumbent to assure services continue without disruption followin award. Contractors are not authorized to contact the incumbent unless they receive the award of this task order. The Awardee shall work with the incumbent to assure services continue without disruption or additional cost to the Government. The Contractor shall offer first right of refusal to incumbent employees by issuing a bona fide express offer to each qualified employee.

SECTION 6

6. Performance Requirements Summary. 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.

Performance Objective

SECTION 7

7. Deliverables Schedule/Milestones

· Quality Control Plan – See Section 1.5 of this PWS for details.

· Weekly Report – The Contractor shall deliver a weekly overview of activity supporting this task order. The format and exact content of the report will be determined at a later date but the report will likely contain information regarding the number of troubles reported, work orders completed and a brief description of projects over a certain size or complexity.

· Monthly Invoice – The monthly invoice shall be submitted to GSA via a Government web based application and a PDF copy of the invoice shall be emailed to the COR

· Monthly Regional Reports – Monthly reports in Excel or PDF format summarizing activities by region. A separate report will be generated for each region.

· Quarterly National Report – Quarterly report in Excel or PDF format summarizing activities by region and rolled up into a single national report.

· Outstanding Trouble/Issue report identifies lingering or repetitive issues.

[End of PWS]

Attachment 1 GSA Network Services by Geographic Area. See Section 1.2.1 for States included in each area.

Regional totals include GSA, TSA and FAA Inventory All inventory is approximate.

Current Support Desk Metrics

Current ServiceNow Database Metrics

[End of Attachments]