PWSW81XWH18Q0056.pdf

PERFORMANCE WORK STATEMENT (PWS)

Title: Avaya Maintenance

Requiring Activity Name: Walter Reed Army Institute of Research (WRAIR)/Information Management Division

(IMD)

1. INTRODUCTION

The WRAIR aims to conduct biomedical research that is responsive to Department of Defense and US Army requirements and delivers life-saving products including knowledge, technology and medical material that sustain the combat effectiveness of the Warfighter.

With the WRAIR headquarters dedicated to Senator Daniel E. Inouye and located in Silver Spring, Maryland, the Walter Reed Army Institute of Research is the largest biomedical research facility currently serving the Department of Defense. Established in 1893, the WRAIR’s research and development now reaches around the world from Maryland to Germany, Thailand, and Kenya.

The WRAIR’s vision is to be the premier DoD biomedical research organization, constantly relevant, integrating basic research and advanced technology that protects, projects, and sustains the Warfighter today, invents global medical solutions for the future, and keeps the Warfighter on point for the Nation. The WRAIR hosts two Centers of Excellence for Military Psychiatry and Neuroscience Research and for Military Infectious Disease Research, each center ranging from blast induced neurotrauma to malaria vaccine development.

2. PURPOSE AND BACKGROUND

2.1. Purpose

The purpose of this requirement is to provide Avaya Support and Maintenance at the WRAIR IMD providing manufacturer support, which includes but not limited to, remote log in support, call in support and on-site log-in support and maintenance, which includes but not limited to, physical repairs to the damaged or non-functioning Avaya CM6 and Avaya CMM-FM telephone system.

2.2. Background

IMD provides secure, reliable, and integrated technology solutions, in a cost-effective manner, to facilitate the WRAIR mission. To meet this mission IMD:

Promotes and facilitates the effective integration of technology into the basic mission of WRAIR through planning, programming, training, consulting, and other support activities Develops, enhances, and manage WRAIR's networks to provide high speed, transparent, and highly functional connectivity among all information resources Develops and maintains highly effective, reliable, secure, and innovative information systems to support instructional, administrative and research functions Facilitates the collection, storage, security and integrity of electronic data while ensuring appropriate access Promotes new uses of information technology through the support for exploratory and innovative applications Provides leadership for effective strategic and tactical planning in the use of technology Provide fast & reliable access to all information systems

3. SCOPE

The contractor will provide Avaya support maintenance package on the Avaya Communication Manager 6 (CM6) and Avaya Communication Manager Messaging Federal Markets (CMM-FM.) The PWS describes the performance requirements for contractor services in support of WRAIR located in Silver Spring, Maryland.

Support includes direct support services and maintenance to the current Avaya telephone system.

4. PERIOD OF PERFORMANCE

The periods of performance for this contract are as follows:

Base Period 23-MAR-2018 to 22-MAR-2019 Option Period 1 23-MAR-2019 to 22-MAR-2020 Option Period 2 23-MAR-2020 to 22-MAR-2021 Option Period 3 23-MAR-2021 to 22-MAR-2022 Option Period 4 23-MAR-2022 to 22-MAR-2023

5. WORK SCHEDULE AND LOCATION

5.1. Work Location

The work location will primarily be at the contractor’s facilities. Maintenance work will take place at WRAIR in Silver Spring, Maryland.

5.2. Federal Holidays

5.2.1. The contractor shall not perform services on days designated as a Federal Holiday by Federal Status, Executive Order, Presidential Proclamation or Installation Commander

5.2.2. Federal holidays are an exception to the regular duty hours. Any of the holidays listed below falling on a Saturday will be observed on the preceding Friday; holidays falling on a Sunday will be observed on the following Monday. The following is a list of legal federal holidays that services shall not be performed

The following are Federal Holidays:

New Year’s Day Birthday of Martin Luther King, Jr.

Washington’s Birthday Memorial Day Independence Day

Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day

5.3. Work Schedule

The contractor shall provide support during normal hours of operation: Monday – Friday, 0700 – 1700.

6. PERFORMANCE REQUIREMENTS

6.1. Objectives

To provide direct support and maintenance to keep WRAIR’s telephone system up to date which includes but not limited to, remote log in support, call in support and on-site log in support and maintenance, which includes but not limited to unlimited physical repairs to the damaged or non-functioning telephone system.

6.2. Specific Tasks / Requirements

6.2.1. Ongoing Maintenance (Deliverable 4). The contractor shall provide Avaya Tier 1, Tier 2 and Tier 3 support to maintain the WRAIR Avaya CM6/CMM per Security Technical Implementation Guide (STIG) and DoD guidance for system patching, accreditation and certification for the voice network.

The support will encompass Avaya CM6 and CMM-FM support during normal business hours (0800- 1700), Monday through Friday and provide access to a certified Avaya technician for general system issues and advice.

6.2.2. Situational Repairs (Deliverable 5). The technician/s shall provide diagnosis and unlimited repair within 48 hours of notification. Upon receiving notification request to conduct a repair, the contractor shall include the Contracting Officer Representative (COR) in all communication pertaining to the repair. The COR will provide guidelines for visiting the facility and ensure that the contractor meets all visiting requirement to service the equipment. The contractor shall provide a toll-free number for technical service support during normal business hours (0800-1700) Eastern Standard Time (EST) from Monday through Friday.

6.2.3. Service Reports (Deliverable 6) The contractor shall submit service reports after all preventative maintenance service and as-needed repairs. At a minimum, the service reports shall briefly describe the nature of the work performed, the reason for the service or type of service (e.g., preventative maintenance or as-needed repairs), the dates and times of the service, the status of the repairs (e.g., repairs complete/incomplete), and any next steps. The contractor shall submit the service reports to the COR, in person or electronically, within 36 hours of the service/repairs.

6.3. Management Reports and Plans

Contract Manpower Reporting Application (CMRA) (Deliverable 1). This is a mandatory requirement IAW Army Federal Acquisition Regulation Supplement (AFARS) 5137.91, Accounting for Contract Services.

The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the WRAIR via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil.

Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2018. Contractors may direct questions to the help desk at:

http://www.ecmra.mil/.

6.4. Licenses and Certifications

Vendor shall be certified to work on Avaya communications systems.

7. DELIVERABLES

The contractor shall complete and submit deliverables in accordance with the “Deliverables Table” below. Unless specified in the PWS within the description of the deliverable, all deliverables will be made to the COR electronically. Please Review Deliverables.

DELIVERABLES TABLE

PWS

Ref.

Number Title/Description Due

6.3 Deliverable 1 Contract Manpower Reporting Application

The contractor shall complete and deliver the

CMRA.

By October 31 or on the last day of contract performance – whichever is first

16.1 Deliverable 2 Personnel complete AT Level 1 training within 30 days after contract start date

16.2 Deliverable 3 Personnel must provide proof of applicable training and certifications to include annual Cyber Awareness training. This training must be documented in the Army Training and Certification Tracking System (ATCTS)

30 days after award

6.2.1 Deliverable 4 Provide ongoing maintenance and support as described in the required task.

Ongoing

6.2.2 Deliverable 5 Provide unlimited repair services As needed and within 48 hours after notification from COR

6.2.3 Deliverable 6 Service Report fter each preventative

maintenance and as-needed service repair activity

7.1. Inspection and Acceptance

The COR delegated oversight of specific technical, functional and oversight responsiblities is responsible for inspection and acceptance of all services, incoming shipments, documents, and services.

Certification by the Government of satisfactory services provided is contingent upon the Contractor performing in accordance with the performance standards contained in the Performance Work Statement and all terms and conditions of this order, including all modifications.

7.2. COR Information

The COR will be designated in the COR appointment letter approved by the KO.

8. PERFORMANCE REQUIREMENTS SUMMARY MATRIX

The Government intends to utilize a Quality Assurance Surveillance Plan (QASP) to monitor the quality of the Contractor’s performance in relation to performance objectives. The Government will finalize the QASP immediately following award, and the COR will provide a copy of the final QASP to the contractor. The QASP is a living document and may be updated by the Government as necessary (See attachment 2 QASP).

# PW

S Ref.

Performance Objective

Acceptable Quality Level

Performance Measurement

Method of Surveillance Incentive

1 6.2.1 Ongoing Services The Contractor shall deliver 100% of the time

A certified Avaya technician shall be available between 0800- 1700, Monday through Friday

Direct observation by COR

Exercise of option period, negative/positive CPARS review

9. TRANSITION SUPPORT

NA

10. KEY PERSONNEL

11. TRAVEL/TEMPORY DUTY (TDY)

12. GOVERNMENT FURNISHED PROPERTY

12.1. Facilities, Supplies and Services.

Work space, official telephone, and a computer, if needed, shall be made available for the contractors’ use when servicing the Avaya voicemail system.

12.2. Information.

Initial familiarization/orientation will be provided by the User Agency to include a site visit/walkthrough and question/answer session.

12.3. See Below Avaya Maintenance Products list:

The Government reserves the right to add or delete equipment as required during the course of this contract. The COR will provide the Contract Specialist with a change list who will submit a request to the contractor. Changes in equipment and any equitable adjustments will be executed by a modification to the contract. The Government shall specify the required number of Prevent Maintenance Checks and Services (PMCS) calls/visits to be performed annually when requesting a quote to add equipment to the contract.

Siebel Asset Short Description Siebel Asset ID Entitlement Status Qty

IP PHONE 9621G (TAA) 1-19745244-95904 Entitled 1

IP 320 MEDIA RESOURCE TN2602AP 1-18293695-1447 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-18293695-2924 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-18293739-1407 Entitled 1

2 6.2.2 Repair Services The Contractor shall deliver 100% of the time

Contractor shall deliver on time

Direct observation by COR

Exercise of option period, negative/positive CPARS review

3 6.2.3 Service Reports The Contractor shall deliver 100% of the time

Contractor shall deliver on time

Direct observation by COR

Exercise of option period, negative/positive CPARS review

Installation Access - Contractor shall follow installation access procedures.

< 1 incident per month

Sum of all incidents in which contractor personnel did not follow installation access procedures

Direct observation by COR and installation security.

Exercise of option period, negative/positive CPARS review

IP 320 MEDIA RESOURCE TN2602AP 1-18293739-1446 Entitled 1

MEDIA ENCRYPTION R6+/MBT 1-18349093-96013 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538544528 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538544530 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538544532 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538544534 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538544536 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538544538 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538544540 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538559490 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538559492 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538559494 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538559496 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538559498 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538559500 Entitled 1

DL360PG8 SRVR CM SMPLX AND MID DPLX 1-6538559502 Entitled 1

SIP TRUNK 1PT SFTW LIC 1-1475871-5258 Not Entitled 50

SIP TRUNK 1PT SFTW LIC 1-8800582-1 Not Entitled 50

CORE R6 CA OFFCE LYNC R6 /E 1-18349093-96012 Entitled 2477

AVAYA SITE ADMINISTRATION R1.12 BASE

PACKAGE 1-1475912-5259 Not Entitled 1

AVAYA C363T SWITCH RHS 1-1475843-5259 Not Entitled 2

DEF C-LAN WITH SYNCH LINKS 1-1475857-5258 Entitled 1

DEF TERM ENTPRS MGMT 715BCS WH 1-1475878-5259 Entitled 1

CP CALL CLASS TN744D 1-1475867-5257 Entitled 1

CP TN763D AUX TRUNK INTF 1-1475877-5257 Entitled 1

CP TN570C EXP INTF 1-1475901-5258 Entitled 4

DIGITAL LINE CIRCUIT CARD TN754C 1-1475917-5257 Entitled 1

CP TN750C ANCMT BOARD 1-3152306-1 Entitled 1

EXPANDED MEET-ME CONF SFTW LIC 50PT 1-1475875-5258 Not Entitled 1

CM 3.X EMMC SFTW KIT 1-19904575-294 Not Entitled 1

EXPANDED MEET-ME CONF SFTW LIC 50PT 1-8800583-1 Not Entitled 1

G650 AC/DC PWR SUPPLY 655A 1-1475924-5258 Entitled 2

G650 MEDIA GATEWAY RHS 1-18293695-2592 Entitled 1

G650 MEDIA GATEWAY RHS 1-18293695-2593 Entitled 1

G650 MEDIA GATEWAY RHS 1-18293695-2594 Entitled 1

G650 MEDIA GATEWAY RHS 1-18293695-2628 Entitled 1

G650 MEDIA GATEWAY RHS 1-18293695-2629 Entitled 1

G650 MEDIA GATEWAY RHS 1-18293739-1628 Entitled 1

G650 MEDIA GATEWAY RHS 1-18293739-1629 Entitled 1

G650 MEDIA GATEWAY RHS 1-18293739-2592 Entitled 1

G650 MEDIA GATEWAY RHS 1-18293739-2628 Entitled 1

IM ASA VAM CLIENT CM LIC 1-1475925-5259 Not Entitled 1

MM UPG MODEL 1-1475824-94723 Not Entitled 1

MODULAR MESSAGING 1-1900369-1521 Not Entitled 1

S8500C SERVER RHS 1-1475887-5258 Entitled 1

CM S8700 MULTI CONNECT MODEL UPG 1-1475845-94722 Not Entitled 1

S8720 SERVERS RHS 1-1475852-94722 Entitled 1

S8720 SERVERS RHS 1-1905458-151 Entitled 1

SAL R2 STDALN GATEWAY APP VAPP LIC 1-18293695-1448 Not Entitled 1

SAL STDALN GATEWAY LIC R2 DWNLD 1-18293695-1449 Not Entitled 1

SAL R2 STDALN GATEWAY APP VAPP LIC 1-19904553-331 Not Entitled 1

UNIVERSAL COUPLER 1-1475911-5257 Entitled 1

CP TN2224B DGTL LN 24PT 1-19904582-333 Entitled 46

13. CONTRACT MANAGEMENT

13.1. Government Management

The Contracting Officer’s Representative (COR) for this contract will be appointed by the Contracting Officer (KO). The COR will serve as the primary point of contact for all activities and issues that occur under this contract. Only the KO has the authority to enact changes to this award.

13.2. Contractor Management

The contractor shall designate a single Program Manager (PM) to be the contractor’s authorized point of contact (POC) with the COR. The PM will be responsible for formulating and enforcing performance standards, assigning contractor schedules, reviewing performance quality, communicating policies, purposes, and goals to subordinates. This will include coordination with the KO and the COR to resolve any issues that may arise, trends relating to the contract, or proposed changes or modifications to the contract.

13.3. Contractor Organization

The contractor shall establish clear organizational lines of authority and responsibility to ensure effective management of the resources assigned to the requirement. The contractor shall ensure that all contractor personnel are advised of their chain of command and who they should contact if they have questions.

14. COMPLIANCE DOCUMENTS

14.1. Information Technology Compliance

14.1.1. Cyber-security

Department of Defense (DOD) Instruction 8500.01 Cybersecurity

14.1.2. Risk Management Framework

Department of Defense (DOD) Instruction 8510.01 Risk Management Framework (RMF) For DOD Information Technology (IT Department of Defense (DoD) Instructions 5400.11-R, Privacy Program http://www.dtic.mil/whs/directives/corres/pdf/540011p.pdf

15. REFERENCE DOCUMENTS

16. OTHER TERMS, CONDITIONS, AND PROVISIONS

16.1. Anti-terrorism (AT) Level I Training

All contractor employees, including subcontractor employees, requiring access to Army installations, facilities, and controlled access areas shall complete AT Level I awareness training within 30 calendar days after contract start date (Deliverable 2).

The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee to the COR or to the contracting officer, if a COR is not assigned, within 30 calendar days after completion of training by all employees and subcontractor personnel. AT Level I awareness training is available at the following website: http://jko.jten.mil.

16.2. Network Security

Contractor personnel requiring access to DoD networks to perform work under this contract must have a NACI or an open, pending investigation prior to commencement of work. If the Contractor has a pending investigation, the contractor must present a copy of this investigation to the WRAIR Security Manager at the time of in-processing for review and must contain no unfavorable information. The Contractor must maintain this level of security for the life of the contract. Citizenship will be verified by presenting an original birth certificate or a valid US Passport or the original Naturalization certificate to the WRAIR Personnel Security Manager at the time of in-processing for all contractor personnel assigned to the contract.

Contractor personnel shall use only Government-provided computer equipment; and shall follow all applicable statutes, regulations and policies governing DoD, MEDCOM, USAMRMC, and WRAIR cyber security and information system assets. Personnel must provide proof of applicable training and certifications to include annual Cyber Awareness training. This training must be documented in the Army Training and Certification Tracking System (ATCTS) (Deliverable 3) unless otherwise authorized by applicable policies. DoD Information System, IT service, and IT product acquisition or development must also adhere to applicable policies as described below:

16.2.1. It is DoD policy that Cybersecurity requirements shall be identified and included in the design, acquisition, installation, operation, upgrade, or replacement of all DoD information systems. This includes systems and processes developed within the Defense Acquisition System; systems and processes developed at private expense; outsourced business processes supported by private sector information systems; and outsourced information technologies. Information technology services provided under this contract must comply with statutory and regulatory IA policy. The source documents for this policy are (available in the WRAIR regulatory repository for review):

a. The National Security Act of 1947

b. Title 40/Clinger-Cohen Act

c. Executive Order 12333, “United States Intelligence Activities,”

d. National Security Presidential Directive-54/Homeland Security Presidential Directive-23

e. Subchapter III of chapter 35 of Title 44, United States Code (also known as the “Federal

Information Security Management Act (FISMA) of 2002”)

f. National Security Telecommunications and Information Systems Security Policy No. 11, "Revised Fact Sheet National Information Assurance Acquisition Policy" and associated "Frequently Asked Questions"

g. National Institute of Standards and Technology (NIST) Special Publication (SP) 800-39

h. Federal Information Processing Standards

i. DoD Instruction 8500.01, “Cybersecurity,” March 13, 2014

j. DoD Instruction 8500.2, "Information Assurance Implementation"

k. DoD Instruction 8580.1, "Information Assurance in the Defense Acquisition System"

l. DoD Instruction 5000.02, “Operation of the Defense Acquisition System,”

m. DoD Directive 8570.01, "Information Assurance Training, Certification, and Workforce

Management"

n. Chairman of the Joint Chief of Staff Instruction 6510.01E, "Information Assurance (IA) and

Computer Network Defense (CND)"

o. Defense Acquisition Guidebook – Chapter 7 Acquiring Information Technology and National

Security Systems, Section 7.5 Information Assurance

p. DoD Instruction 8510.01, "Risk Management Framework (RMF) for DoD Information

Technologies"