SOW - Mass Comm Sppt Services - N5005421Q0001.pdf

STATEMENT OF WORK

Mass Communication System

1.0 SCOPE

This is a statement of work for the contractor to provide software assurance (SA), technical, and sustainment support for Email, Automated Telephone Notification System (ATNS) and SMS/Text system

1.1 Background. The Mass Communication system will provide Mid-Atlantic Regional

Maintenance Center (MARMC) with an effective and reliable mass notification system that can be used during a crisis to warn affected personnel.

1.2 The Mass Communication System will provide the capability to send multi-level alert messages with amplifying information to mobile telephones and telephones, Navy email and personal email accounts within the organization utilizing the existing network infrastructure based on specific emergency conditions.

2.0 APPLICABLE DOCUMENTS

In the event of a conflict between the text of this Statement of Work (SOW) and the applicable document cited herein, the text of this SOW should take precedence. Nothing in this SOW, however, shall supersede applicable laws and regulations unless exemption has been obtained.

3.0 REQUIREMENTS

3.1 SOFTWARE ASSURANCE. The contractor shall maintain an Information Assurance (IA) program throughout the lifecycle of the system to include the following:

3.1.1 The contractor shall provide software as a result of software fixes/updates or patches.

3.1.2 The contractor shall provide patches to keep the system compliant with Department of the Navy (DoN) restrictions, including requirements to assist with compliance in emergent Fragmentary Orders (FRAGO), Communications Tasking Orders (CTOs) and IA Vulnerability Notices.

3.1.3 The contractor shall provide results of updated Retina releases to procured software upon MARMC’s request

3.1.4 The contractor shall maintain a written and signed Department of Defense (DoD) Information Assurance Vulnerability Management (IAVM) compliance policy.

3.1.5 The contractor’s server and application shall have a current and approved Authority to Operate (ATO)/Interim ATO (IATO) document to operate on Navy NMCI Network and is approved in DADMS.

3.1.6 The contractor’s application shall have a current ATO/IATO and be approved in DADMS at time of award.

3.1.7 The contractor’s application shall support secure web-based logins for command administrative support personnel.

3.2 TECHNICAL SUPPORT

3.2.1 The contractor shall communicate to the command 48-hours in advance all scheduled maintenance affecting the application/testing that will or has the potential to create a lapse in service. On the AtHoc hosted system, AtHoc will notify the command of any scheduled outages via the Government Account Manager. On the SPAWAR hosted system, notification is SPAWAR's responsibility.

3.2.2 The contractor shall communicate to the command immediately any instance in lapse of service anticipated to last more than 1 hour. On the AtHoc hosted system, AtHoc will notify the command of any outage in lapse in service anticipated to last more than an hour. On the SPAWAR hosted system, notification is SPAWAR's responsibility.

3.2.3 The contractor shall provide a contingency plan for system outages/sustainment in the event the application is down for more than 4-hours. On the AtHoc hosted system; AtHoc will provide the government a contingency plan via the Government Account Manager in the event the application is down for more than 4 hours. On the SPAWAR hosted system, the contingency plan is SPAWAR's responsibility.

3.3 SUSTAINMENT SUPPORT

3.3.1 The contractor shall ensure the software systems meet the mandated mission performance thresholds specified in Section 3.4 herein below. Software includes software updates and to pre-test security patches required for the operation of the systems/equipment specified in this contract and not limited to those updates required to maintain the systems ATO/IATO.

3.3.2 The contractor shall implement and sustain at time of award all software maintenance and associated services in support of MARMC’s Mass Communication System. The software and services to be provided include: software licenses and sustainment services (software assurance including all version upgrades, maintenance, and 24/7 technical support) for all of MARMC’s users.

3.3.3 The contractor shall implement and sustain upon Government’s request updated software, the software maintenance, and associated services in support of MARMC’s Mass Communication System. The upgraded software and services to be provided include: software licenses and sustainment services (software assurance including all version upgrades, maintenance, and 24/7 technical support) for all of MARMC’s users.

3.4 SYSTEM REQUIREMENTS

3.4.1 Able to support 3,000 members.

3.4.2 Provide for multiple endpoints simultaneously via phone, SMS text, and email.

3.4.3 Provide for 6,000 voice messages within five minutes.

3.4.4 Provide for 12,000 text messages within one minute.

3.4.5 Provide for 12,000 emails within three minutes.

3.4.6 Provide unlimited usage for texts, emails, and calls with no long distance charges.

3.4.7 Provide voice messaging sent via telephone.

3.4.7.1 Minimum of two voice telephone numbers per member.

3.4.7.2 Live or pre-recorded length of voice message of 60 seconds.

3.4.8 SMS text messaging.

3.4.8.1 Minimum of four text or SMS capable phone numbers per member.

3.4.8.2 Up to 160 characters per SMS.

3.4.9 Text-to-Speech ability to convert typed text to an audio file and deliver it in a natural-sounding voice message.

3.4.10 Messages sent via Email.

3.4.10.1 Minimum of four email addresses per member.

3.4.11 Ability to generate and save up to 20 frequently used messages as templates.

3.4.12 Ability to create and send messages to 20 predefined groups.

3.4.13 Message initiation via a smart phone application, a browser connected to the internet.

Initiation of alert shall be no more than five steps.

3.4.14 Provide the ability to maintain privacy of all contact information through access control where only users with authorized roles have appropriate rights to view or update contact information, and there is no purposeful or inadvertent sharing of information with third parties.

3.4.15 Provide a customer portal with full administrative control.

3.4.15.1 Client sets user permissions.

3.4.15.2 Client sets user controls.

3.4.15.3 Client set password parameters and policies.

3.4.15.4 Client can import a contact list from a spreadsheet.

3.4.15.5 Individual users can self-update their data/account.

3.4.16 No customer required equipment/hardware.

3.4.17 Ability to support Public Address (PA) systems.

3.4.18 Ability to select a custom caller ID to be displayed to recipients.

3.4.19 Message receipt confirmations for voice, SMS text, and emails.

3.4.20 Real-time status reporting.

3.4.21 Ability to cancel alerts prior to completion of phone calls, SMS text, or emails.

3.4.22 Smartphone applications supporting IOS, and Android.