TMS Maintenance Support DRAFT PWS.pdf

PERFORMANCE WORK STATEMENT

MCIEAST CAIRS TELECOMMUNICATIONS MANAGEMENT SYSTEM (TMS) TECHNICAL ASSISTANCE

SERVICES / EXTENDED TECHNICAL ASSISTANCE SERVICES (TAS/ETAS) CONTRACT

1.0 OBJECTIVE.

Provide Marine Corps Installations East (MCIEAST), Marine Corps Base (MCB), Camp Lejeune, G-6, Telecommunications

Support Division (TSD), with Technical Assistance Service (TAS), Extended Technical Assistance Services (ETAS), Training, and Remote Diagnostics Service for the Configuration Accounting Information Retrieval System Telecommunications

Management System (CAIRS TMS) and ancillary equipment located aboard MCB Camp Lejeune/MCAS New River.

2.0 BACKGROUND.

Marine Corps Installations East, G6, Telecommunications Support Division currently utilizes a Configuration Accounting

Information Retrieval System Telecommunications Management System (CAIRS TMS). This TMS manages and stores all circuit, cable, subscriber, billing, and ticketing records for the Camp Lejeune/MCAS New River complex. Additionally, the system provides interfaces for: system traffic and alarm reporting (UTA), Avaya Voice Switch, Call Data Recording (CDR), and

E911 Automated Number Identification/Automated Location Information (ANI/ALI) service.

3.0 SCOPE / TASKS.

This Performance Work Statement (PWS) establishes and defines the requirements for the contractor to provide technical assistance services, and extended technical assistance services, software maintenance, upgrades, patches, feature support, and on-site maintenance support and/or training as required for the Unique Communications CAIRS TMS. Specifics for each line item are included below. This will be a Firm Fixed Price (FFP) contract.

3.1 System support:

3.1.1 Access to Unique Communication’s Customer Support Center for unlimited technical support.

3.1.2 Unlimited access and installation/upgrade/patch support for available software updates and new releases.

3.1.3 Feature request support, development, and implementation.

3.1.4 Virtualization support.

3.2 Training:

3.2.1 Coordinate and conduct scheduled remote refresher training during regular business hours.

3.2.2 Access to the CAIRS Online Training Center.

3.2.3 Access to all software documentation for training and support.

3.3 On-site visits:

3.3.1 Two on-site visits by the contractor SME to the place of performance, listed in section 4.

3.3.2 SME shall perform training, software and/or hardware support, patching, upgrades, and/or virtualization support.

3.4 Vertical and Horizontal (V&H) Tables and Tariffs subscriptions renewals (CCMI).

3.4.1 The contractor shall provide and load the latest V&H tables and tariffs required to calculate tolls charges for distance calls placed within the US, to Canada, and international. The contractor shall also provide, and load V&H call destination names associated with the V&H tables.

3.4.2 V&H table and tariff updates shall be provided for a one (1) year period based on the Periods of Performance in section 4.3.

4.0 PLACE OF PERFORMANCE, HOURS OF OPERATION, AND PERIOD OF PERFORMANCE.

4.1 Place of Performance

4.1.1 Marine Corps Base (MCB) Camp Lejeune, NC – buildings HP5 Post Lane, 25 Cross Street, and 58 Virginia Dare

Lane.

4.1.2 Marine Corps Air Station (MCAS) New River, NC – building AS256 Curtis Road.

4.2 Hours of Operation

4.2.1 TSD operates on a normal work week typically from Monday through Friday, from the hours of 0700-1630.

4.2.2 Unless in the event of an emergency, TSD personnel will not be available during the following observed federal holidays:

4.2.2.1 New Year’s Day

4.2.2.2 Martin Luther King Day

4.2.2.3 Presidents Day

4.2.2.4 Memorial Day

4.2.2.5 Juneteenth Day

4.2.2.6 Independence Day

4.2.2.7 Labor Day

4.2.2.8 Columbus Day

4.2.2.9 Veterans Day

4.2.2.10 Thanksgiving Day

4.2.2.11 Christmas Day

4.3 Period of Performance

The resultant contract will include a Base Period of 12 months and three (3) 12-month option periods to be exercised at the

Governments discretion.

4.3.1 Base Period 1 May 2024 through 30 April 2025

4.3.2 Option Year 1 1 May 2025 through 30 April 2026

4.3.3 Option Year 2 1 May 2026 through 30 April 2027

4.3.4 Option Year 3 1 May 2027 through 30 April 2028

5.0 APPLICABLE STANDARDS AND DOCUMENTS

5.1 DoD Networks Unified Capabilities Requirements (UCR)

The modernized switch system equipment and software required for the upgrade shall comply with the DoD Networks

UCR, dated December 2007.

5.2 Joint Interoperability Test Command (JITC) Certification Approved Products List (APL)

The upgraded system must be provided in accordance with the latest version of hardware and software available on the JITC

APL at the time the proposal is submitted. The contractor shall provide the appropriate JITC certification documentation.

In the event the contractor's technical solution includes hardware/software versions or configurations that have not yet been certified, the contractor shall provide, with the proposal, a memorandum, including a schedule, with commitment from the manufacturer to obtain certification.

5.3 Department of Defense Instruction Information Assurance Accreditation Process (DIACAP)

Before the system can be connected to the telephone switch, all system hardware, software, and ancillary equipment must receive Information Assurance (IA) accreditation in accordance with DODI 8510.01, DIACAP Instruction. The contractor shall provide the site with appropriate APL IA test results and deployment guide documentation after award. In addition, the contractor shall assist the site by providing any necessary system documentation, settings, and specifications required for the

Government DIACAP package.

5.4 Security and Technical Implementation Guides (STIGs)

The contractor shall follow the applicable Defense Information Systems Agency (DISA) Security and Technical

Implementation Guides for all software and components provided. The contractor shall also implement network

Information Assurance for the components provided under this task in accordance with applicable USMC and DoD regulations. This may require the contractor to perform system scans, setting adjustments, software updates, or reconfigurations.

5.5 Network Information Assurance Provisioning and Configuration

The contractor shall coordinate with the government on all Information Assurance settings prior to implementing the

Information Assurance settings. The contractor shall provide the following: network/security configurations; system and equipment warranties; software upgrades; required documentation to support DIACAP. The contractor, in coordination with the Information Assurance Representative and Information Assurance Engineering personnel, shall determine specific

Information Assurance requirements to be configured prior to the implementation of system components. The contractor shall perform all recommended Information Assurance settings, programming, and configurations of components being provided.

5.6 Applicable Documents

The following documents shall be used as reference materials in addition to this SOR.

5.6.1 U.S. Government Publications

The following documents were published by Government agencies:

5.6.1.1 United States Army Information Systems Engineering Command (USAISEC) – Fort Detrick

Engineering Directorate (FDED), Grounding and Bonding Guidance, Version 2.2, Sept 2006.

5.6.1.2 Department of Defense Networks, Unified Capabilities Requirements (UCR), December 2007

5.6.1.3 DoD Directive 8500.1, Information Assurance (IA), October 24, 2002

5.6.1.4 DISA, DODI 8100.3, Department of Defense (DoD) Voice Networks, dated 16 Jan 2004.

5.6.1.5 DISA, DODI 8500.2, Information Assurance (IA) Implementation, dated 6 Feb 2003.

5.6.1.6 Department of Defense Unified Facilities Criteria.

5.6.1.7 DoD Information Technology Standards Registry (DISR).

5.6.1.8 Local and State building codes and regulations.

5.6.2 Non-Government Publications

The following documents were published by civilian agencies:

5.6.2.1 American National Standards Institute (ANSI), J-STD-607-A-2002, Commercial Building

Grounding and Bonding Requirements for Telecommunications, October 2002.

5.6.2.2 Electronic Industries Association (EIA)/ Telecommunications Industries Association (TIA) 568-A, Commercial Building Wiring Standard, August 1995.

5.6.2.3 National Fire Protection Association, Inc. (NFPA), National Electrical Code, 2005 Edition, NFPA-70 (NEC)

5.6.2.4 National Fire Protection Association (NFPA) codes

5.6.2.5 Occupational Safety & Health Administration (OSHA) codes and procedures

5.6.2.6 ANSI/EIA/TIA 606-A-2002, Administration Standard for Commercial Telecommunications

Infrastructure, May 2002.

5.6.2.7 Institute of Electrical and Electronics Engineers Standards Publications including IEEE Std. 1187, Recommended Practice for Design and Installation of Valve-Regulated Lead-Acid (VRLA)

Storage Batteries for Stationary Applications; IEEE Std. 1188, Recommended Practice for

Maintenance, Testing, and Replacement of VRLA Batteries for Stationary Applications; IEEE

Std. 1189, Guide for Selection of VRLA Batteries for Stationary Applications.

5.6.2.8 Telcordia Standards.

5.6.2.9 Latest versions of the applicable AVAYA Technical Publications.

5.6.2.10 Latest version of the applicable IEEE 802.3 Standards

5.7 Copies

Hard copies of practices and standards being referenced shall be provided at the request of the Government.

6.0 TECHNICAL REQUIREMENTS.

6.1 This support agreement shall include the service requirements of Technical Assistance Service (TAS), Extended Technical

Assistance Service (ETAS), training, tariff rate subscription services, and Remote Diagnostics based on the CAIRS TMS system including the operational configuration, software modules, and associated equipment listed in section 7.

6.2 The support agreement package shall consist of core support for the term of the contract. The contractor shall take incoming service calls. Service calls may be received via telephone, organizational e-mail, or online support portals. This core

TAS/ETAS support package shall provide the primary services required for day-to-day support of the MCB Camp

Lejeune/MCAS New River CAIRS TMS system.

6.3 The contractor shall provide a unique identification number for tracking purposes to each individual request and provide support no later than the next business day.

6.4 The contractor shall provide unlimited remote and on-site maintenance, diagnostics, and routine TAS/ETAS as required to software and system hardware listed in section 7. Services shall include testing, diagnostic fault isolation, issue resolution, software patching, software upgrades, system/data backup, and other support as required to restore the system. Remote support shall include both telephonic assistance and/or direct remote access to the system using available methods of connection, as necessary.

6.5 Support shall be available during the periods outlined in section 4. Alternate points of contact shall be made available to the

Government for emergency support outside of normal business hours. An emergency is defined as a critical system service outage which significantly impacts customer operations. The contractor shall return emergency calls within 8 hours of support request.

6.6 On Site Diagnostic Service. If trouble analysis remote diagnostic services by local technical experts are unable to isolate and affect resolution, then onsite contractor support shall be required. The contractor shall provide for and assume all costs associated for travel, lodging and subsistence of any support staff required to travel to the place of performance covered under this support agreement.

6.7 The contractor shall provide research, development, and implementation support for feature requests made by the

Government to enhance the functionality of the system. The contractor shall provide regular updates to the Government with the status, milestones, and feasibility of requested features.

7.0 EXISTING SOFTWARE MODULES AND GOVERNMENT OWNED EQUIPMENT.

The following tables identify the installed CAIRS software modules and associated Government Owned Equipment that require support. The current Voice system is an AVAYA Communications Manager (CM) 8.x and supports approximately 30,000 voice subscribers. The Teleboss equipment is required to report environmental alarms (power, temperature, battery conditions, etc.)

utilizing dry-contact closure events to the CAIRS UTA module via internal network connections. There are plans to upgrade the

AVAYA CM to a newer version, as well as replace the Teleboss T850 equipment to OpenGear ACM or similar solution within the next two years. Items identified by “ * ” will require troubleshooting technical support only where the systems interface with

CAIRS hardware and/or modules.

7.1 Installed CAIRS software modules:

CAIRS Telecommunications Management System E911 ALIson (Geo-Diverse Vesta Integration)

Call Accounting Alarm Management

Subscriber Portal Billing and Tariffs

Automatic Switch Interface/Switch Sync

7.2 Associated system hardware:

(1) CAIRS Application Server (1) E911 OpenGear ACM 7004-2 (Primary Site/Camp Lejeune)

(1) CAIRS Web Server (1) E911 OpenGear ACM 7004-2 (Alternate Site/New River)

(1) CAIRS Database Server (1) CDR OpenGear ACM 7004-2

*(17) Teleboss T850-6 (Environmental Monitoring and Alarming/UTA) *AVAYA Communications Manager 8.x

8.0 GOVERNMENT FURNISHED INFORMATION AND FACILITIES.

Government furnished information, such as building locations, required by the contractor for the performance of this contract will be provided with each request. All information received remains the property of the United States Government. The Contractor may be in contact with data subject to the Privacy Act (Title 5 of U.S. Code, Section 552.a). Reports and data shall be identified and safeguarded accordingly. Agency procedures shall be followed. The Contractor shall ensure that contractor employees assigned to this requirement are briefed annually on properly identifying and handling privacy act data/ information.

There is no requirement for Government Furnished Facilities. If vendor provides “on-site” support, access will be granted as required.

9.0 CONTRACTOR RESPONSIBILITIES.

The Contractor shall provide shipping as required. The Government will not pay any travel expenses as part of this PWS.

10.0 UNAUTHORIZED WORK PERFORMANCE.

The Contractor must not perform work that deviates from contract requirements and specifications. If the contractor deviates from contract requirements and specifications without approval of the Contracting Officer, such deviation must be at the risk of the Contractor and any cost related thereto must be borne by the Contractor.

11.0 GOVERNMENT POINT OF CONTACT.

The Government points of contact will be provided at time of contract award.

11.1 Contracting Officers Representative (COR): Jerry Collins, jerry.d.collins@usmc.mil, 910-451-9402

11.2 Contract Administrator:

12.0 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP).

The COR will evaluate the contractor's performance by using a QASP to assure services meet contract requirements. The

Government's QASP is not a substitute for Quality Control by the contractor.

12.1 Purpose. This QASP has been developed to provide the standard of surveillance for monitoring contractor services in support of this contract. The COR will be appointed at the time of award and COR contact information will be provided.

The COR will supervise the performance of Quality Assurance Evaluators (QAEs) and will use this QASP to ensure the standards of the contract are being met.

12.2 Performance Standards. The QASP provides a systematic method to evaluate the service the contractor is required to furnish. The COR will assess the contractor’s performance to ensure the contractor is performing the specified standards.

The standards for this contract are stated in the Performance Requirement Summary (PRS) included in this QASP.

12.3 Management and Oversight. The QASP is based on the premise that the contractor, not the Government, is responsible for the management and any Quality Control action required to meet the terms of the contract. The performance requirements recognize that the contractor is not a perfect manager and that unforeseen requirements and uncontrollable problems do occur. Good use of the adequate Quality Control Plan will allow the contractor to operate within specific performance requirements. QASPs are designed to be objective, fair, and consistent in evaluating contractor performance against the provided standards.

12.4 Acceptable Quality Levels (AQLs). AQLs have been established in the PRS and provide performance standards that the

Contractor shall meet in performing the contract. In the event the contractor does not meet the established AQLs, the

Contracting Officer has the right to exercise the negative incentives stated in this QASP.

12.5 Negative Incentives. If any of the performance requirements does not meet the AQL set in the PRS table, the COR shall document the discrepancy(s) and shall notify the contractor promptly. The Contracting Officer will be contacted and notified of the discrepancy(s) and corrective actions recommendation. When the performance is below the AQL standard, the Government may implement a negative incentive that includes increased surveillance and/or contractor reporting, as well as documentation on the Contractor's Performance Assessment Reporting System (CPARS). If the contractor's performance does not improve by the second month, a meeting will be held to review additional corrective actions or to determine financial penalties to be assessed to the contractor.

12.6 Notification. The COR will notify the Contracting Officer (KO), in writing, of unacceptable quality levels. The KO will provide written notification of discrepancies on a monthly basis, or immediately if the situation significantly affects the well-being of the project. The contractor will be given the opportunity to respond, in writing, to each discrepancy.

12.7 Response. The Contractor shall provide a written response to the cause and the corrective action to prevent recurrence within ten (10) working days after receipt of the COR and/or KO notification. The Contractor should cite specific quality assurance program procedures or new procedures instituted to prevent recurrence.

12.8 Records. The COR will maintain contract surveillance files as directed by the KO. Surveillance files will include, as a minimum, the following documentation for this Firm-Fixed Priced contract:

12.8.1 COR designation and appointment letters.

12.8.2 A copy of the contract and all contract modifications.

12.8.3 QASP, Quality Control Plan, and any other monitoring tools, checklists, etc.

12.8.4 All correspondence including KO/COR notifications and the Contractor’s responses.

12.8.5 Quarterly reviews in Surveillance and Performance Monitoring (SPM).

12.8.6 Copies of deficiency reports that may be submitted in support of unacceptable performance identified during the performance period by the COR, or when there is a significant change in the assessment in one or more evaluation areas.

12.8.7 Annual in-progress reviews conducted and entered into SPM.

12.9 Ratings. Past performance information shall be entered into CPARS, the Government wide evaluation reporting tool for all past performance reports on contracts and orders. Each factor and subfactor used shall be evaluated and a supporting narrative provided. Each evaluation factor shall be rated in accordance with a five-scale rating system (i.e., exceptional, very good, satisfactory, marginal, and unsatisfactory).

12.9.1 Recording Observations. The COR shall use surveillance logs to record information on scheduled observations and deficiencies noted. Each observation is recorded on the log. The documents then become a formal record. The contractor is to be informed in writing each time that a deficiency is found during scheduled observations. The

COR makes a notation on the surveillance log of the date and time the deficiency was discovered, and subsequently requests that the contractor initial the notation, documents notification of the deficiency only.

12.9.2 Potential Unacceptable Performance. The COR must identify the specific service that is unacceptable and the possible causes and ask a number of questions, which if answered, will normally pinpoint the source of the problem.

12.9.3 Documenting Unacceptable Performance. The COR must attempt to resolve the problem with the contractor.

The original log and the attempted solution (along with an evaluation of results) are forwarded to the KO through the COR. Based on the severity of the discrepancy and the success of the solution, the COR will notify the KO. The contractor shall complete a response in accordance with section 13.7 to the unacceptable evaluation if requested by the KO or by its their choice.

12.10 Taking Action.

12.10.1 The COR may evaluate the contractor’s performance and document any non-compliance, but only the KO may take action against the contractor for an unacceptable rating.

12.10.2 When the contractor’s performance is unacceptable and a formal action is indicated, the COR will determine what action is appropriate for the specific circumstances and make a recommendation to the KO.

12.11 Documentation. The COR retains a copy of all inspection schedules and surveillance activity logs during the course of the contract and forwards them for inclusion in the contract file at the end of the surveillance period. However, when a specific service becomes unsatisfactory during a surveillance period, the inspection documentation supporting the contract discrepancy report is forwarded to the KO.

12.12 Performance Requirements Summary.

The performance standards for this PWS are stated in the Performance Requirements Summary (PRS) below.

Section Performance Standard Acceptable

Quality

Level

Inspection

Frequency

Incentive

3.1.1, 6.2

Provide unlimited technical support.

Take incoming service calls via telephone, organizational e-mail, or online support portals.

90%

• Timeliness

• Quality

• Accuracy

• Observation

• Random

• Monthly

Exercise

Option

3.1.2 Provide unlimited access and installation/upgrade/patch support for available software updates and new releases.

90%

• Timeliness

• Quality

• Accuracy

• Observation

• Random

• Monthly

Exercise

Option

3.1.3, 6.7

Provide feature request support, development, and implementation.

Maintains communication and provides milestones and updates.

90%

• Timeliness

• Quality

• Accuracy

• Observation

• Random

• Monthly

Exercise

Option

3.2.1, 3.2.2, 3.2.3

Provide scheduled remote refresher training during regular business hours.

Provide access to online training.

Provide access to training documentation.

90%

• Timeliness

• Quality

• Accuracy

• Observation

• Random

• Monthly

Exercise

Option

3.4 Provide tariff rate subscription data and support. 90%

• Timeliness

• Quality

• Accuracy

• Observation

• Random

• Monthly

Exercise

Option

6.3 Provide a unique identification number for tracking purposes to each individual request and provide support no later than the next business day.

90%

• Timeliness

• Quality

• Accuracy

• Observation

• Random

• Monthly

Exercise

Option

6.4 Provide unlimited remote and on-site maintenance, diagnostics, routine

TAS/ETAS and other support as required to restore the system.

90%

• Timeliness

• Quality

• Accuracy

• Observation

• Random

• Monthly

Exercise

Option

6.5 Return emergency calls within 8 hours of support request. 75%

• Timeliness

• Quality

• Accuracy

• Observation

• Random

• Monthly

Exercise

Option

6.6 Provide on-site diagnostic service for issues that cannot be resolved by local technicians or remote support.

80%

• Timeliness

• Quality

• Accuracy

• Observation

• Random

• Monthly

Exercise

Option

13.0 BASE ACCESS

Contractors, and/or delivery drivers, must have in their possession: the contract number, delivery/service address, and sponsors contact information in order to gain initial access to the base.

(The sponsor for this requirement will be provided at the time of award.)

Sponsor: Jerry Collins

Phone Number: 910-451-9402

Email: jerry.d.collins@usmc.mil

13.1 Contractors

Contractors must be registered in the Defense Biometrics Identification System (DBIDS). It is the Contractors responsibility to ensure all their employees and or subcontractors are properly registered within DBIDS.

13.2 DBIDS Issuance Requirements

13.2.1 Contractors who have filled out the SECNAV 5512/1 and have been vetted for access and cleared through the security manager’s office aboard MCB Camp Lejeune, NC will proceed to the visitor’s center to be issued their

DBIDS credential.

13.2.2 Pre-enrollment is required for issuance at https://dbids-global-enroll.dmdc.mil/preenrollui/#!/.

13.2.3 Valid Vehicle Registration

13.2.4 Valid Vehicle Insurance

13.2.5 Two forms of Identification (Driver’s License, Social Security Card, VA ID Card, Passport)

13.2.6 Have the QR code with you. This may be printed from the from the pre-enrollment process.

13.3 DBIDS credentials

13.3.1 DBIDS credentials will be valid for the duration of your contract, not to exceed three years. However, re-vetting of individuals information will occur each year.

13.3.2 Contractors requiring access for over 60 days will receive a credential valid for up to one year.

13.3.3 Contractors requiring access for less than 60 days will receive a temporary paper pass.

13.3.4 Contractor Common Access Card (CAC) Eligibility: Contractor personnel authorized CACs are exempt from

DBIDS enrollment.

13.3.5 If you have additional questions regarding base access, Contractor CACs, or DBIDS requirements, contact the

Contractor Vetting Office (CVO). The CVO is in Bldg. 818 adjacent to the Camp Lejeune Main Gate on Holcomb

Blvd, just off NC Highway 24. The CVO is open Monday through Friday from 6 a.m. to 2 p.m. and closed on weekends and holidays.

Contractor Vetting Office - Appointments: 910-451-5977

Contractor Vetting Office - Questions: 910-451-0284/0289

Vetting Office Email: lejeunecontractorvetting@usmc.mil

DBIDS email: https://dbids-global-enroll.dmdc.mil/preenrollui/#!/

13.3.6 Contractors will report to the Contractor Vetting Office (CVO) to confirm their access requirements, undergo a background check, and receive their credential/pass.

* PLEASE NOTE: Individuals with active warrants may be subject to arrest on the spot.

**The Government will not be responsible for any contractor access delays. Delays that may result from inadequate planning are strictly the responsibility of the Contractor.

14.0 KICKOFF MEETING

The kickoff meeting between the Contracting Officer, the COR, and the Contractor shall be by conference call on the contract award date.