PWS.pdf

PERFORMANCE WORK STATEMENT FOR AUDIOVISUAL MAINTENANCE AND

REPAIR SERVICES

1.0 OBJECTIVE. This performance based statement of work reflects the Government’s requirement for audiovisual system support and maintenance and repair. Equipment replacement and upgrades may be required to maintain the integrity of communications between the Joint Warfare Analysis Center and its associates.

2.0 DESCRIPTION OF SERVICES. The Joint Warfare Analysis Center (JWAC) located on the Naval Surface Warfare Center in Dahlgren, Virginia has a requirement for corrective and preventive maintenance of audiovisual equipment as well as occasional equipment upgrades and installations, associated training and monthly documentation of services provided.

JWAC maximizes the use of video teleconferencing and other audiovisual equipment for critical communications with senior and executive level management, both in the military and civilian sectors of the Department of Defense. The equipment is also used to facilitate communications at the working level by the Command, its customers, and other tenants on the base. The contractor shall provide all resources (labor and materials) to perform the performance work statement in accordance with commercial industry standards for audiovisual equipment, maintenance, and repair.

3.0 SUPPORT REQUIREMENTS. Provide corrective maintenance using priority response and routine response times as indicated in paragraphs 3.1.1 and 3.1.2. Preventative maintenance will also be required on Contractor-Acquired-Property procured with this contract. Contractor will also be requested to install new audio visual equipment to maintain a state-of-the-art system. Contractor must be certified to work on the variety of equipment included as Attachment 1, Equipment List. Maintenance requirements will vary depending on the type of equipment and the manufacturer’s recommended maintenance and repair.

3.1 Corrective Maintenance. The contractor will perform corrective maintenance when required to ensure consistent, high quality operations. The contractor will provide a single point of contact and phone number during standard hours (Monday through Friday, 6am-5pm) to respond to trouble calls and provide assistance to users. In addition, support may be requested on Saturday and Sunday during pre-planned exercises. Historically, two to three weekend exercises are scheduled in a year with most trouble calls being resolved within 1-2 hours over the phone. The contractor will perform corrective maintenance when requested by the Government as described under priority and routine response times:

3.1.1 Priority Response: Priority response is mission critical audio/visual systems that require minimal equipment and system downtime, and is designated accordingly in Attachment 1. The contractor shall provide priority maintenance service required to repair or maintain an item so that its performance shall meet or exceed the original manufacturer’s specifications. Within two (2) hours from government phone notification of a priority equipment outage (provided the outage could not be corrected over the phone), the contractor’s representative shall be on-site and actively engaged in identifying the cause of the outage. Complete all priority service requests and return the equipment to fully operational status within 24 hours from outage notification. Excess delays due to material availability or circumstances beyond the contractor’s control shall be identified in writing to the COR and technical point of contact as soon as possible but no later than 24 hours from notification. Coordinate required system downtime with the technical point of contact.

3.1.2 Routine Response: Routine response is required for audio/visual systems that do NOT require priority response, and is specified in Attachment 1.

The contractor shall provide routine maintenance and repair service as required to repair or maintain an item so that its performance shall meet or exceed the original manufacturer’s specifications. Within four (4) business hours from government phone notification of routine equipment outage (provided the outage could not be correct over the phone), the contractor’s representative shall be on-site and actively engaged in identifying the cause of the outage. Complete all routine service requests and return the equipment to fully operational status within five (5) business days of the equipment outage. Excess delays due to material availability or circumstances beyond the contractor’s control shall be identified, in writing, to the TPOC as soon as possible but not later than five (5) business days from outage notification. Coordinate additional system downtime with the TPOC no later than 2 hours before the required system downtime.

3.2 Preventive Maintenance. The contractor shall perform recurring preventive maintenance and repair of equipment and return the item to operational status.

Preventive Maintenance is defined as equipment inspection, cleaning and adjustments as recommended by the manufacturer. Preventive Maintenance will be performed every six months, at a minimum, or in accordance with manufacturer’s specifications and standard commercial practices, whichever is more frequent. In the case of scheduled maintenance that requires system downtime, notify the Technical Point of Contact at least five (5) business days prior to maintenance.

The contractor shall develop a Preventive Maintenance Plan (CDRL 1) consisting of maintenance required for all audio visual systems identified in Attachment A001.

This plan will include a preventive maintenance inspection schedule to be conducted by the contractor. A written report of completed inspections shall be prepared and submitted to the COR and TPOC monthly.

3.3 New Equipment Installation: Equipment that cannot be repaired may need to be replaced to ensure the AV systems are adequately maintained or existing equipment may need to be upgraded. Additionally, new system requirements may be requested by the Government to augment or improve existing capability. This permits the Government and the contractor to negotiate equipment purchases and installation options to maintain a state of the art audiovisual system for the Command, and is within the general scope of the contract, but cannot be identified at this time.

Contractor responsibilities for New Equipment Installation are:

3.3.1 Provide System Design Package: The contractor will assist the government in determining system requirements and translating those requirements into a System Design Package (CDRL 2). In determining system requirements, the contractor will assist in analyzing ongoing operations and evaluate evolving and newly defined audiovisual requirements. These requirements will be considered in light of the current state-of-the-art equipment available to meet them. During system design the contractor will review the site of the proposed system installation. The contractor will submit a System Design Package for the design installation and integration of new AV systems and/or the upgrade/refresh of existing systems. A System Design Package will include: a description of work to be performed, contractor and government responsibilities for the project, project schedule and cost information (including an itemized materials list, cost for design, engineering and installation labor).

3.3.2 Equipment Procurement. After the Government’s review and approval of the System Design Package, the contractor shall provide materials and equipment required to complete the work order for that specific audio visual system and ensure system functions as designed. Also included in the System Design Package are off-the-shelf components and any custom hardware or software, custom cables, and connectors necessary for installation. Items shall be received, inspected and stored by the contractor at his facilities until such time as integration/installation on-site commences. In addition, the contractor shall include a complete list of all equipment being installed, including manufacturer, model number, and serial number. The JWAC Asset Management group will also receive a copy of the updated equipment inventory.

3.3.3 System Integration/Installation. The contractor will provide all labor and materials necessary to install the audiovisual system. Prior to the time that the identified system is to be integrated/installed at JWAC, the contractor will coordinate the schedule with the TPOC. Subcontracted labor may be required to obtain specialized skills (carpentry, electrical, etc.) to complete this effort and the contractor will coordinate and obtain approval from the government prior to commencement of any integration/installation. The contractor will verify field measurements, material and installation criteria and document the results in the system integration/installation schedule. The contractor will perform the integration/installation, in accordance with standards and certifications as stated in paragraph 4.0.

3.3.4 System Test and Acceptance. Upon completion of the contractor installation and system checkout/testing, the contractor shall notify the government that the system meets all requirements and is available for acceptance testing. With this notification, the contractor shall also provide the System Acceptance Test Plan (SATP) (CDRL 3). The SATP shall identify system testing actions to demonstrate the full system capabilities for all input and output devices and system controls. The acceptance test shall be conducted by the government, and assisted by the contractor. In performing the acceptance test, the contractor shall provide the use of his own diagnostic and system test software. Acceptance testing shall include the following:

- Government observation/review of the system to verify component and system operation.

- Verification of overall system functional operation.

3.3.5 User Training. Upon integration of new installation/upgrades and acceptance of the system by the TPOC, the contractor will conduct on-site training for all government personnel involved in the operations and front line maintenance of audiovisual systems and equipment. The specific duration and format of the training will vary depending upon the specifics of the subject audiovisual system or equipment. Generally, the training will cover basic system operation and control and will include “hands-on” demonstrations. A Systems Operation Guide (CDRL 4) shall be developed to document the system operation with a copy provided for 5 government personnel involved in the operations.

3.4 Provide Documentation of Services. At the end of each month the contractor will provide a set of documentation of all services completed.

3.4.1 For new equipment installations, the contractor will provide a System Integration/Installation Completion Report (CDRL 5). This report will include documentation consisting of system drawings (include signal flow and mechanical as required), and/or system control codes. All documentation should be provided in the following formats:

3.4.1.1 System Drawings: one hard copy or other specified electronic format (in AUTOCAD or compatible format)

3.4.1.2 System Control Codes: Electronic copy.

3.4.2 Corrective and Preventive Maintenance services: the contractor will provide a Service Incident Report (CDRL 6) for all system maintenance actions that occur in the monthly reporting period.

4.0 Contractor Standards and Certifications: Installation procedures and work performance shall be in accordance with all applicable sections of the National Electric Code and OSHA regulations including, but not limited to the following documents and certifications:

4.1 NFPA 70 National Fire Protection Association National Electric Code

4.2 ANSI C2 American National Standards Institute National Electric

4.3 29 CFR 1910.147 Code of Federal Regulations Control of Hazardous

4.4 Certified Technology Specialist (CTS)

4.5 Certified Technology Specialist Installer (CTS-I)

4.6 Certified Technology Specialist Designer (CTS-D)

4.7 Crestron Digital Video Certifications: DMC-T, DMC-E and DMC-D

4.8 Licensed Electrician

4.9 Certified in the installation and repair of Polycom, Tandberg and Crestron equipment

5.0 Deliverables Table

Requirements CDRL When Due

Preventive Maintenance Plan CDRL 1 15 days after contract award

System Design Package CDRL 2 15 days after system requirements are approved by the government

System Acceptance Test Plan CDRL 3 Upon completion of integration/installation/upgrade of system

Systems Operation Guide CDRL 4 Upon completion of integration/installation/upgrade of system

System Integration/Installation Completion

Report

CDRL 5 By the 25TH business day of each month

Service Incident Report CDRL 6 By the 25TH business day of each month

Phase-out Plan CDRL 7 Final 90 days prior to contract end date

Quality Control Plan (see Appendix A) CDRL 8 Submit with Proposal

The contractor shall Contractor shall provide a quality assurance plan which will outline their plan to meet the Performance Based objectives as listed below.

Appendix A – Quality Assurance Surveillance Plan

Quality Assurance Surveillance Plan

Performance Objective Required

Deliverable

Monitoring

Method

Performance Threshold Government Remedies

Corrective Maintenance, JWAC has immediate access to qualified, knowledgeable contractor support personnel during normal business hours (6a.m. – 5 p.m., Monday through Friday) and during preplanned exercises outside normal business hours, utilizes the contractor support personnel to resolve most technical questions and problems.

Hardware repairs are conducted such that minimal downtime does not negatively impact government users.

3.1, 3.1.1, 3.1.2

100% inspection during base year of contract.

All calls placed to the contractor during normal business hours are to be answered in a timely manner by contractor support staff.

Support may be needed outside normal business hours during pre-planned exercises.

Within 2 hours from government phone notification, the contractor’s representative shall be on-site, heretofore defined as Priority

Response. Within 4 hours from government phone notification, the contractor’s representative shall be on-site, heretofore defined as Routine

Response.

Positive and negative performance will be documented in a past performance report database.

Preventive Maintenance is performed on a periodic basis and equipment is maintained at a standard that is equal to or better than original installation

3.2 100% inspection during base period of contract.

Preventive maintenance plan provides for a reasonable schedule which allows the contractor to perform maintenance every six months, at a minimum or in accordance with recommended manufacturer instructions and prevents downtime or system failure.

Positive and negative performance will be documented in a past performance report database.

New Equipment Installation:

Installation/Integration of new equipment and upgrades to audiovisual system

3.3, 3.3.1, 3.3.3, 3.3.4, 3.3.5

100% Inspection Installation/Integration and upgrades are successfully completed within approved schedule and perform as stated in the Systems Design

Package, as tested in the

System Acceptance Test Plan

Positive and negative performance will be documented in a past performance report database and user training performed using the Systems Operation

Guide.

Provide Documentation:

System Integration/Installation

Completion Report

3.4.1 Monthly (not

needed if no installation projects are completed during the month)

Relevant, concise and timely – not later than the 25th working day of month.

Positive and negative performance will be documented in a past performance report database

Provide Documentation:

Service Incident Report

3.4.2 Monthly Relevant, concise and timely –

not later than the 25th working day of month.

Positive and negative performance will be documented in a past performance report database