1_Section_G.doc

RTAS RFP 08002

Table of Contents

Section G: Contract Administration Data Section

Page

G.1 Contract Administration

G.1.1

Government Points of Contact

G.1.1.1 Procuring Contracting Officer

G.1.1.2 Administrative Contracting Officer

G.1.1.3 GSA Contracting Officer’s Technical Representative

G.1.1.4 GSA Contracting Officer’s Representative

G.1.1.5 Agency Representatives G.1.2 Contractor’s Points of Contact

G.1.3 Agent for the Government

G.1.4 Access to Management and Operations Data G.1.5 Quality Management Audits

G.2 Reporting Requirements G.2.1 Standard Reporting Requirements G.2.1.1 Associated Government Fee(s) Summary Report G.2.1.2 Service Performance Compliance Report G.2.1.3 Client’s Guide G.2.1.4 Technology Refreshment Plan G.2.1.5 Quality Control Plan G.2.1.6 Contingency Plan G.2.2 Special Reporting Requirements G.3 Fair Consideration Process

G.1 Contract Administration

The administration of this contract will require maximum coordination between the Government and the contractor. The following sections describe the roles and responsibilities of individuals who will be the points of contact for the Government and the contractor on matters concerning contract administration.

G.1.1 Government Points of Contact

Prior to contract award, the Procuring Contracting Officer (PCO) will be the sole Government point of contact. During the conduct of the procurement, only the PCO will be authorized to commit the Government. After the RTAS contract is awarded, the PCO may delegate contract administration authority to a General Services Administration (GSA) Administrative Contracting Officer (ACO). The GSA ACO may also delegate certain technical, management, and operations authority to GSA Contracting Officer’s Technical Representatives (COTRs) and to GSA Contracting Officer’s Representatives (CORs).

Upon request from the agency, the GSA ACO may further delegate contract administration authority to agency ACOs. An agency ACO will have authority in accordance with G.1.1.5. The GSA ACO will inform the contractor in writing when specified authority has been delegated to an agency ACO.

The agency ACOs may delegate certain technical, management, and operations authority to agency COTRs and CORs. The agency COTR and CORs will have authority within their respective organization only.

The sections to follow describe the functions of the various Government contract management personnel.

G.1.1.1 Procuring Contracting Officer

The PCO will serve as the ACO unless another individual is designated the GSA ACO to the contractor in writing. The GSA ACO will designate the Government personnel to whom specified responsibility and authority has been delegated under the contract. The PCO is:

Tawanda L. Thomas RTAS Contracting Officer

General Services Administration

Federal Acquisition Service

230 S. Dearborn, Suite 3280 Chicago, IL 60604 (office phone) 312.886.3460 (facsimile) 312.886.3827 G.1.1.2 Administrative Contracting Officer

The GSA ACO is responsible for administration of the contract. The right to issue contract revisions, change the terms and conditions of the contract, terminate the contract, exercise option renewals, and approve subcontractors may be delegated in writing to the GSA ACO. No changes in or deviation from the statement of work shall be effected without a contract modification executed by the GSA ACO authorizing such changes.

The GSA ACO is:

Name: [May be designated after contract award]

Title: ACO

Address:

Telephone No:

Communication pertaining to contract administration shall be addressed to the GSA ACO. In the event the contractor makes any changes at the direction of any person other than the GSA ACO, such changes may be considered to have been made without authority, and the Government will be under no obligation to make any adjustment in the contract price to cover any increase in costs incurred. When necessary, the GSA ACO will:

1. Serve as liaison between the contractor and the customer agencies.

2. Assist in expediting orders.

3. Ensure compliance with contract requirements.

4. Issue final decisions and handle all disputes under the Contract Dispute Act.

The GSA ACO may delegate ACO authority to an agency ACO. The agency ACO will then perform the acquisition functions of issuing service orders and negotiating changes affecting agency specific orders. Acceptance or rejection of associated deliverables also may be delegated to the agency ACO under this contract. Acceptance or rejection of deliverables may be delegated, in writing, to the COTRs and CORs by the GSA and agency ACOs.

G.1.1.3 GSA Contracting Officer’s Technical Representative

The GSA ACO will appoint the GSA COTR(s), who will be responsible for the technical oversight of the RTAS contract. The GSA COTR(s) will monitor compliance with the technical requirements of the contract, including service performance, operations and maintenance, and trouble reporting. A letter of designation will be issued to each GSA COTR with a copy supplied to the contractor stating the responsibilities and limitations of that GSA COTR.

The GSA COTR(s) is (are):

Name(s): Ms. Jeri Burch and Mr. Don Bennecke

Title: GSA COTR

Address: 230 S. Dearborn, Room 3280

Chicago, IL 60604

Telephone No: 312.886.8633/312.353.6243 Each GSA COTR, in accordance with the letter of delegation, will:

1. Ensure that the contractor’s performance meets the technical requirements of the contract. The GSA COTR will regularly monitor such parameters as those discussed in the monthly Service Performance/Compliance Report (G.2.1.2.)

2. Maintain verbal and formal communication with the contractor concerning aspects of contract performance within the COTR’s purview.

3. Perform inspections and acceptance testing necessary to ensure compliance with the performance specifications of the contract.

4. Coordinate availability of Government Furnished Equipment (GFE).

5. Provide for site access for contractor personnel (including subcontractors) as required.

6. Ensure responsiveness to requests for Technical Engineering Assistance.

7. Oversee Number Administration in accordance with NANP.

Each GSA COTR, on three working days’ notice, shall be able to inspect any aspect of the contractor’s technical compliance with the RTAS contract in accordance with Section C and Section G.

G.1.1.4 GSA Contracting Officer’s Representative (COR) The Contracting Officer (CO) will appoint one or more CORs, who will monitor compliance with the non-technical requirements of the contract, including sales and marketing, service ordering and billing, customer service, transition and implementation, and general management. A letter of designation will be issued to each COR with a copy supplied to the contractor stating the responsibilities and limitations of the COR.

The CO will identify the COR(s) and their areas of focus after contract award. Each COR, on three working days’ notice, shall be able to inspect any aspect of the contractor’s non-technical compliance with the RTAS contract in accordance with Section G.1.5.

The types of actions within the purview of the COR(s) include:

1. Ensure that the contractor’s performance meets the non-technical requirements of the contract. The CORs will regularly monitor such parameters as:

a) Customer satisfaction

1) Overall customer satisfaction rating, based on survey research and direct interaction

2) Assessment of each dissatisfied customer

3) Responsiveness to maintenance and service requests

b) Compliance with sales goals

1) Revenue growth

2) Growth in the number of working subscriber lines

3) Customer growth

4) Service growth

c) Project management

1) Due dates met (transitions, implementations, moves/adds/changes, reports)

2) Budget met

3) Site preparation quality, schedule, cost

4) Training

5) Number administration

6) Inventory management

7) Reports

(a) Accuracy

(b) Completeness

(c) Timeliness

d) Service ordering and implementation

1) Due dates met

2) Accuracy

3) Completeness

4) Percentage of orders accepted at service installation without error/re-work

e) Billing

1) Accuracy

2) Completeness

3) Percentage of invoiced amounts that are in dispute (dollars, transactions)

4) Timeliness

2. Maintain verbal and formal communication with the contractor concerning aspects of contract performance within the COR’s purview.

3. Reconcile invoice and authorize payment.

4.

Provide for site access for contractor personnel as required.

G.1.1.5 Agency Representatives

The agency ACO will appoint the agency COTRs and CORs. A letter of delegation will be issued by the agency ACO to the agency COTRs and CORs, with a copy supplied to the contractor, stating their responsibilities.

The agency COTR and COR monitor the contractor’s technical and non-technical compliance with aspects of the contract that concern the agency. The CORs may issue service orders.

The GSA COTR or agency COTR will be authorized to be the technical point of contact under the contract; however, the contractor shall direct all inquiries of a non-technical nature through the Government ACO.

The GSA COTRs and agency COTRs and CORs may provide guidance but not direction/supervision to the contractor. As used herein, "guidance" is instruction to the contractor that fills in details, suggests possible lines of inquiry, or otherwise helps the contractor complete tasks that conform to the general scope of the contract. "Guidance" must be within the terms of this contract, must not change or modify the contract in any way, and must not constitute changes (as described in the clause of this contract entitled "Changes - Fixed Price” [AUG 1987 (Alternate II) (1984)]) which may only be accomplished by the GSA ACO or agency ACO.

The GSA and agency COTR and CORs will provide contractor access to working data and will clarify technical areas as necessary. They are not authorized to make any commitments or changes which affect the contract price, terms, or delivery provisions. Any such proposed changes must be brought to the immediate attention of the GSA or agency ACO for action. The acceptance of any change by the contractor without specific approval and written consent of the GSA ACO shall be at the contractor's risk.

If, in the contractor's opinion, a GSA or agency COTR or COR requests or indicates an expectation of effort which would justify or require an adjustment to the contract/task order, the contractor shall promptly notify the GSA ACO/agency ACO in writing, in accordance with the Notification of Changes clause, Federal Acquisition Regulation (FAR) 52.243-7, but take no other action on that request or effort until the responsible ACO has issued a change order or has otherwise resolved the issue.

G.1.2 Contractor’s Points of Contact

The contractor shall propose an organizational structure for management and administration of the RTAS contract in accordance with Section C.7.3. Organization Structure.

The contractor shall appoint key personnel in accordance with Section H.10.1, Key Personnel, and shall define their respective roles and responsibilities. All personnel, or designated alternates, assigned by the contractor to fulfill contract management and administrative functions shall be accessible to the Government (GSA and agencies) during normal business hours.

G.1.3 Agent for the Government

If the Government selects the contractor to act as the Government’s agent, the Contracting Officer will provide a Letter of Agency within fifteen (15) calendar days after the notice to begin transition or removal activities for the service location(s)/users specified.

The Letter of Agency may authorize the contractor to coordinate transition, migration, removal, and/or implementation activity as follows:

1. At user locations, all preparations with the contractors of the current Federal Telecommunications System 2001 (FTS2001) services, Metropolitan Area Acquisition (MAA) services or other contract services that are necessary to accomplish the transition of existing services to the contractor’s services.

2. All preparations necessary to migrate or implement all other services at user locations.

3. Resolve problems with other contractors.

The Government reserves the right to contract with third parties to provide any and all of the support services incidental to the provision of RTAS services.

G.1.4 Access to Management and Operations Data

To facilitate the administration of the contract, the contractor shall provide agency and GSA CORs access to all management and operations data specified in Sections C and G. The GSA CORs shall have access to all information pertaining to the RTAS contract. The agency CORs shall only have access to information pertaining to their organizations. Data and reports shall be provided electronically for viewing and file transfer using a format that is acceptable to the Government and the contractor. All data that is required on demand in an electronic format shall be available to authorized recipients via the contractor’s RTAS web site.

The contractor shall archive reports and supporting information for the duration of the contract, in accordance with Section C.3.

G.1.5 Quality Management Audits

The Government will perform management audits to compare aspects of performance to the standards established in the contract and the contractor’s Quality Control Plan (Section C.). These audits may be conducted at any time at the discretion of the Government. The Government will attempt to provide the contractor three working days’ notice.

The Government reserves the right to review the contractor’s practices and procedures, change control records, and inventory-control records as they pertain to the use of GFE. The Government will audit the contractor’s performance to assess how well it conforms to the contractor’s Quality Control Plan and the specifications of this contract. This audit, at a minimum, may include the:

1. Completeness, accuracy, and control of documents.

2. Identification of software configuration levels.

3. Quality and accuracy of inventory controls.

G.2 Reporting Requirements

GSA and its customers require timely status information on performance, technical, price, service ordering, billing, administrative, and contractual issues. The contractor shall describe the proposed content and format of all required reports in the Proposal and subsequent proposals to modify the contract. If the contractor’s proposal is accepted, these commitments shall reflect the contractor’s minimum obligations regarding the contractor’s reporting requirements; and these obligations may be expanded based upon negotiations of the parties. The contractor shall use an appropriate indexing system to uniquely identify each report delivered under this contract.

The contractor shall propose the format and access-control procedures for all required deliverables in the Proposal.

G.2.1 Standard Reporting Requirements

As part of basic service, the contractor shall provide the following standard reports:

G.2.1.1 Associated Government Fee(s) Summary Report

The monthly Associated Government Fee(s) Summary Report shall reflect the total of charges invoiced and the charges collected during the month for all direct order/direct bill services and the Associated Government Fee(s) owed to the Government.

G.2.1.2.

Service Performance/Compliance Report

The contractor shall provide appropriate service performance information on a monthly basis for the RTAS network as a whole and for each customer. The contractor shall propose a format for the report.

The monthly Service Performance/Compliance Report shall describe the performance parameters and compare the measured results with contractual requirements. The parameters measured shall be determined by mutual consent and shall include the following, but are not limited to:

a) Quality of Service

1) Availability of Service

2) Grade of Service (where applicable)

b) Trouble handling performance

c) Billing and service ordering arrangements

d) New service or feature roll-out time

e) Special project performance

G.2.1.3.

Client’s Guide

The annual Client’s Guide (Section C.3.1.5.) shall describe to the user how to order RTAS services, features, equipment, and support services. If the Government and the contractor agree that no significant changes have occurred during the reporting interval, the preceding version of the Client’s Guide may be retained.

G.2.1.4.

Technology Refreshment Plan

The annual Technology Refreshment Plan (Section C.2.1.10.12.1.) shall describe changes in domestic and international standards that may impact the RTAS network and shall recommend actions to incorporate certain changes. It shall also discuss new or emerging technology that is commercially available in the RTAS service area and the contractor’s plan to implement this technology.

G.2.1.5.

Quality Control Plan

The annual Quality Control Plan (Section C.7.7.) shall update the contractor’s practices and procedures for assuring mandatory provisions of the contract will be satisfactorily provided.

G.2.1.6.

Contingency Plan

The annual Contingency Plan shall update how the contractor proposes to restore RTAS facilities and service in response to catastrophic outages and emergencies situations, such as those outlined in Section C.6.6.

G.2.2 Special Reporting Requirements

The contractor shall provide special reports. The COR or COTR may request the contractor to customize a standard report (e.g., to a specified BAC, service, or SDPs). The Government may also discontinue or modify reports to adjust to changing requirements. The cost of making the changes for standard and special reports shall be negotiated on an individual-case basis and identified on the respective task order.

G.3 Fair Consideration Process

The CO will give fair consideration to the contractors for all orders under this contract as described herein. When considering the contractor with which to place a service order, the Government will exercise business judgment consistent with the business and mission requirements of the organization placing the order(s). The fair consideration process is intended to be straightforward, simple, and reflective of the nature of the telecommunications services being procured.

For the purposes of conducting the fair consideration process, an "order" is the service requirement submitted by an authorized user to the CO for acquisition. The service requirements constitute the order even if the actual service order process to fill these service requirements involves the submission of multiple electronic or paper service order forms within the contractor's system.

The CO will use the following procedures to give fair consideration to the contractors for any given order that requires fair consideration:

a. The CO will consult the latest available information about the contractors relevant to the service requirements. Sources of data may include, but are not limited to the following:

(1) Published contract prices and any other current contractor-provided information.

(2) Related analyses that aid the decision.

(3) Information sought and received from the contractors.

(4) Other available information relevant to the decision.

b. The CO will decide based on consideration of the available information. The CO will use one of the following methods for deciding which contractor will receive a given order:

(1) The CO may base their decision solely on relative contract prices without further consideration of other factors.

(2) The CO may base their decision on a combination of price, technical, and past performance considerations appropriate to the particular decision being considered.

c. The CO will place the order with the selected contractor.

The Government intends to place orders for the initial transition using the process described above.

The Government reserves the right to modify this fair consideration process and will notify the contractors of any such modifications in advance of any orders being placed using the modified process.

Neither the user nor GSA is required to communicate any ordering decision to the contractor that did not receive a particular order. The Government assumes that contractor-furnished data is current. The contractor is encouraged to maintain the currency of information presented to the Government. The CO may rely on these data when making ordering decisions.

The CO may issue service orders without the fair consideration process whenever circumstances warrant the exercise of any exception. Fair consideration does not apply to orders that are under $2,500 or to service orders above $2,500 when the CO determines that (1) the need for the services orders is of such unusual urgency that providing such opportunity to all contractors would result in unacceptable delays in fulfilling that need; (2) only one contractor is capable of providing the services required at the level of quality required because the services ordered are unique or highly specialized; (3) the service order should be issued on a sole-source basis in the interest of economy and efficiency because it is a logical follow-on to a service order already issued on a competitive basis; or (4) it is necessary to place the order with a particular contractor to satisfy a minimum revenue guarantee.

The Government does not intend to advise the contractors of every order to be placed or provide the contractors a separate opportunity to compete for each order. A GSA Service Order Ombudsman has been appointed to hear concerns from contractors. The Service Order Ombudsman does not diminish the authority of the GSA CO or the authorized users. The Service Order Ombudsman is responsible for reviewing complaints from the contractors and for ensuring that the contractors are given fair consideration in the ordering process as described above. The Service Order Ombudsman is a senior GSA official who is independent of the GSA CO. The Service Order Ombudsman does not have the authority to overturn ordering decisions or to adjudicate formal contract disputes. The GSA Service Order Ombudsman is:

Name:

To be provided after award

Title:

Address:

To be provided after award

Telephone Number:

G-7