Alarm_Monitoring_PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR

Central Monitoring Station Service for Electronic Security Systems (ESS)

1.1 General:

1.2 Scope: The Central Monitoring Station (CMS) for Electronic Security System (ESS) Monitoring Services contractor shall provide all personnel, equipment, tools, material, supervision, and quality control necessary, except as specified in Paragraph 3.0 as Government Furnished, to provide central monitoring services twenty-four hours a day, seven days a week to 149 facilities for the North Carolina Army National (NCARNG) as defined in this PWS.

1.2 Background:

The North Carolina Army National Guard has a requirement to maintain a monitoring alarm system contract for all armory vaults to secure all weapons and sensitive items to comply with Army Regulation AR 190-11, Physical Security of Arms, Ammunition, and Explosives.

1.0 Period of Performance (POP):

1 Jan 2019-31 Dec 2019 1 Jan 2020-31 Dec 2020 1 Jan 2021-31 Dec 2021 1 Jan 2022-31 Dec 2022 1 Jan 2023-31 Dec 2023

1.3 General Information:

1.3.1 Quality Control (QC): The contractor shall develop and maintain an effective QC Plan (QCP) to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s QCP is the means by which it assures itself that its work complies with the requirements of the contract. As a minimum, the contractor shall develop QC procedures that address the areas identified in Technical Exhibit 1.4.1, Performance Requirements Summary. The contractor shall obtain the Contracting Officer’s (KO) acceptance in writing of any proposed changes to the Quality Control Plan.

1.3.2 Quality Assurance (QA): The Government shall evaluate the contractor’s performance in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government shall do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards shall be applied, the frequency of surveillance, and acceptable quality level(s) and defect rate(s).

1.3.3 Recognized Holidays. The following are recognized US holidays. The contractor shall perform services on these days:

1.3.3.1 New Year’s Day: January 1st

1.3.3.2 Martin Luther King, Jr.’s Birthday

1.3.3.3 President’s Day

1.3.3.4 Memorial Day

1.3.3.5 Independence Day: July 4th

1.3.3.6 Labor Day

1.3.3.7 Columbus Day

1.3.3.8 Veteran’s Day: November 11th

1.3.3.9 Thanksgiving Day

1.3.3.10 Christmas Day

1.4.4 Place and Performance of Services: The contractor shall provide remote monitoring services twenty-four hours a day, seven days a week (24/7) for the NCARNG facilities mentioned in Technical Exhibit 3. The contractor shall, at all times, maintain an adequate work force for the uninterrupted performance of all tasks defined for this contract.

1.4.4.1 Security/Military Police personnel may execute unscheduled gate closures at the different facilities mentioned on Technical Exhibit 3 at any time causing all personnel entering or exiting delays. This cannot be predicted or prevented. Contractors are not compensated for unexpected closures delays. Vehicles operated by contractor personnel are subject to search pursuant to applicable regulations. Any moving violation of any applicable motor vehicle regulation may result in the termination of the contractor employee’s installation driving privileges.

1.4.4.2 The contractor’s employees shall become familiar with and obey the regulations of the installation; including fire, traffic, safety and security regulations while on the installation. Contractor employees should only enter restricted areas when required to do so and only upon prior approval.

All contractor employees shall carry proper identification with them at all times. The contractor shall ensure compliance with all regulations and orders of the installation which may affect performance.

1.4.5 Security Requirements. The contractor shall comply with all applicable installation/facility access and local security policies and procedures, which may be obtained from the Point of Contact (POC). The contractor shall also provide all information required for background checks to meet installation access requirements to be accomplished by installation, Director of Emergency Services or Provost Marshal Office. The contractor shall ensure compliance with all personal identity verification requirements as directed by Department of Defense (DOD), Headquarters Department of the Army change, the Government may require changes in contractor security matters or processes.

1.4.5.1 COMSEC/IT Security. All communications with DOD organizations are subject to communications security (COMSEC) review. All telephone communications networks are continually subject to intercept by unfriendly intelligence organizations. DOD has authorized the military departments to conduct COMSEC monitoring and recording of telephone calls originating from, or terminating at, DOD organizations. The contractor is advised that any time contractor place or receive a call they are subject to COMSEC procedures and shall ensure wide and frequent dissemination of the above information to all employees dealing with DOD information.

1.4.5.2 Protection of Personally Identifiable Information (PII). The contractor shall protect all Personally Identifiable Information (PII) encountered in the performance of services in accordance with DFARS 224.103 and DoDD 5400.11, Department of Defense Privacy Program, and DoD 5400.11-R. If a PII breach results from the contractor’s violation of the aforementioned policies, the contractor shall bear all notification costs, call-center support costs, and credit monitoring service costs for all individuals who’s PII has been compromised.

1.4.5.10 OPSEC Training: In accordance with AR 530-1, Operations Security, new contractor employees shall complete Level I OPSEC training within 30 calendar days of their reporting for duty and annually thereafter. The contractor shall submit certificates of completion for each contractor employee to the Gov’t POC within 15 calendar days after completion of training. Level 1 OPSEC training is available at http://cdsetrain.dtic.mil/opsec/.

1.4.5.11 OPSEC SOP/Plan. The contractor shall develop an OPSEC Standard Operating Procedure (SOP)/Plan and provide it to the COR within 90 calendar days of contract award, to be reviewed and approved by the responsible Government OPSEC officer, per AR 530-1, Operations Security. This SOP/Plan shall include a process to identify the government's critical information, why it needs to be protected, where it is located, who is responsible for it, and how to protect it. The contractor shall implement OPSEC measures as required by the Government. In addition, the contractor shall identify an individual who will be an OPSEC Coordinator. The contractor shall ensure this individual becomes OPSEC Level II certified within 90 days of appointment as OPSEC coordinator in accordance with AR 530-1. Contractor shall provide a copy of the certification to the COR NLT 15 days after completion.

1.4.5.12 Classified Information. The contractor shall comply with Federal Acquisition Regulation (FAR) Clause 52.204-2, Security Requirements. This clause applies to contracts that involve access to information classified “Secret” and requires contractors to comply with the Security Agreement (DD Form 441), including the National Industrial Security Program Operating Manual (DoD 5220.22-M) and applicable updates/changes.

1.4.5.13 Threat Awareness and Reporting Program (TARP). Per AR 381-12, Threat Awareness and Reporting Program (TARP), contractor employees with security clearances must receive annual TARP training by a counterintelligence (CI) agent or other trainer as specified in Chapter 2 Threat Awareness and Education, Section II, paragraph 2-4b. The contractor shall identify annual TARP training, personnel trained and date of training with the Monthly Progress Report.

1.4.6 Special Qualifications:

1.4.6.1 The central monitoring facility shall be capable of monitoring security alarms systems and shall be in compliance with UL 827 and UL 2050. Provide certificates within 2 business days of contract award. Contractor shall provide a monitoring facility in compliance with UL 827, Central http://cdsetrain.dtic.mil/opsec/

Station Alarm Services.

1.4.6.2 Monitoring facility operators shall be Security Industry Association (SIA) trained and certified as Central Station Operators. Contractor shall submit the monitoring facility operators current Central Station Operator Certificates.

1.4.6.3 Monitoring station employee/ contractors shall hold a current U.S. SECRET Clearance.

1.4.6.4 Staffing at the CMS shall be in compliance with UL 1981.

1.4.7 Post Award Conference/Periodic Progress Meetings: The contractor agrees to attend any post award conference convened by the KO in accordance with Federal Acquisition Regulations Subpart

42.5. The KO, POC and other Government personnel, as appropriate, may meet periodically with the contractor to review the contactor’s performance. At these meetings, the Contacting Officer shall apprise the contractor of how the Government views the contractor’s performance and the contractor shall apprise the Government of problems, if any, being experienced. The contractor shall resolve outstanding issues raised by the Government. Contractor attendance at these meetings shall be at no additional cost to the Government.

1.4.8 Contract Manager (CM): The contactor shall designate a CM who shall ensure performance under this contract. The name of this person, and an alternate who shall act for the contractor when the CM is absent, shall be designated in writing to the Contracting Officer (KO) and Government point of contact. The CM or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The CM shall work through the POC, (or the KO if a POC is not assigned), to resolve issues, receive technical instructions, and ensure adequate performance of services. The CM shall ensure that contractor employees do not perform any services outside the scope of the contract without an official modification issued by the KO. The CM shall ensure contractor employees understand that services performed outside the scope of the contract are performed wholly at the expense of the contractor. A point of contact shall be available

24 hours/7 days a week.

1.4.9 Identification of Contractor Employees: All contractor personnel attending meetings, answering Government telephones and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression that they are Government employees.

1.4.10 Combating Trafficking in Persons: The United States Government has adopted a zero tolerance policy regarding trafficking in persons. Contractors and contractor employees shall not engage in any forms of trafficking in persons during the period of performance of the contract;

procure commercial sex acts during the period of performance of the contract; or use forced labor in the performance of the contract. The Contractor shall notify its employees of the United States Government’s zero tolerance policy, the actions that shall be taken against employees for violations of this policy. Such actions may include, but are not limited to, removal from the contract, reduction in benefits, or termination of employment. The Contractor shall take appropriate action, up to and including termination, against employees or subcontractors that violate the US Government policy as described at FAR 22.17. Training for CTIP is available at Training is available at http://ctip.defense.gov/Training/GeneralAwareness.aspx .

1.4.11 Organizational Conflicts of Interest (OCI): The contractor and subcontractor personnel performing services under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent OCIs, as defined in FAR Subpart 9.5. The contractor shall notify the KO immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the KO to avoid or mitigate any such OCI. The contractor’s mitigation plan shall be determined to be acceptable solely at the discretion of the KO and in the event the KO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the KO may affect other remedies as he or she deems necessary, including prohibiting the contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.4.12 Phase In / Phase Out Periods: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the contractor shall have personnel on board, during the phase in/ phase out periods (90 days before the initial contract expires; enabling the new company to continue services and give time for the NCARNG to perform site visits to each location to reprogram the Alarm system). During the phase in period, the contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

2.0 Definitions and Acronyms:

2.1.1 CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2 CONTRACTING OFFICER (KO). A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government.

Note: The only individual who can legally bind the government.

2.1.3 DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.4 DELIVERABLE. Anything that can be physically delivered and includes non- manufactured things such as meeting minutes or reports.

2.1.4.1 Provide UL 827 and UL 2050 Certificates annually and before the beginning of the contract no the NCARNG-ESS section and annually upon expiration of each certification.

2.1.4.2 Contractor shall provide to NCARNG ESS section via email the following reports on a monthly basis or upon request. Reporting format shall be Contact ID.

2.1.4.2.1 Test failures or no test failure on all active accounts.

2.1.4.2.2 Alarm dispatch reports with after action reports.

2.1.4.2.3 Cellular and internet failures on all accounts through Alarm Net.

http://ctip.defense.gov/Training/GeneralAwareness.aspx

2.1.4.3 A monthly alarm test “on test” report receivable on the first of every month of all active accounts to include the below items.

2.1.4.3.1.1 User conducting test.

2.1.4.3.1.2 Start time of monthly test.

2.1.4.3.1.3 Detailed list of panel #, CID codes, and zone description sent from accounts.

2.1.4.3.1.4 Time system went off test.

2.1.4.3.1.5 Monitor, log, and store events in compliance with UL: A ll opening and closing of accounts

2.1.4.3.1.6 All troubles of panels and sensors

2.1.4.3.1.7 All alarms of panels and sensors

2.1.4.3.1.8 All alarm activations (Erroneous or real)

2.1.4.3.1.9 Record of all duress alarms of accounts and establish communications:

2.1.4.4 Provide customized reports at no cost to the Government as requested

2.1.4.5 Provide annual review of accounts and comprehensive operating procedure plans with the NCARNG ESS section. Plan shall provide detail procedures of alarm types, alarm signal types, and the corresponding operator actions per account and partition/area of IDS to be taken at and by the Central Monitoring Station.

2.1.5 KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.6 PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.7 QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.8 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.9 QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.10 SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have contract relations with the subcontractor.

2.1.11 WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.12 WORK WEEK. Monday through Sunday.

2.2 ACRONYMS:

AR Army Regulation AT/OPSEC Antiterrorism/Operational Security AA&E Arms, Ammunition & Explosives CID Contact Identification CMS Central Monitoring Station CRZM National Industrial Monitoring DA Department of the Army DD250 Department of Defense Form 250 DFARS Defense Federal Acquisition Regulation Supplement DOD Department of Defense EOC Emergency Operations Center ESS Electronic Security System FAR Federal Acquisition Regulation GFP/M/E/S Government Furnished Property/Material/Equipment/Services IA Information Assurance IDSs Intrusion Detection Systems IS Information System(s) KO Contracting Officer NCARNG North Carolina Army National Guard OCI Organizational Conflict of Interest ODC Other Direct Costs PII Personally Identifiable Information PIPO Phase In/Phase Out POC Point of Contact POTS Plain Old Telephone Systems PRS Performance Requirements Summary PWS Performance Work Statement SIA Security Industry Association QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program TE Technical Exhibit UL Underwriters Laboratories

3.0 Performance Based Services Acquisition (PBSA):

3.1 Government Furnished Property, Material, Equipment and Services (GFP/M/E/S):

The Government shall provide the property, material, equipment, and/or services listed below solely for the purpose of performance under this contract:

3.2 Property: The Government shall furnish the necessary telephone connection to perform services outlined in this PWS and other items necessary to maintain an office environment.

3.3 Materials: None

3.4 Equipment: The Government shall provide the alarm systems for each of the 149 locations.

Those systems are in accordance and compliance with UL 827 Central Station Alarm and UL 2050 (CRZM) National Industrial Security Systems.

3.5 Services: None

3.6 Utilities: All utilities current in each facility are available for the contractor’s use in the performance of this contract.

4.0 Contractor Furnished Property, Materials, and Equipment (CFP/M/E):

4.1 General: Except for those items specifically stated to be Government-Furnished under paragraph 3.0, the contractor shall furnish everything required to perform these services as indicated in Paragraph 1.1.

4.2 Secret Clearance: The contractor shall possess or be eligible to receive and maintain a SECRET facility clearance from the Defense Security Services. The contractor’s employees performing work in support of this contract shall have been granted a SECRET security clearance from the Defense Industry Security Clearance Office.

5.0 Requirements: The contractor shall:

5.1 Testing/Monitoring Services: The contractor shall provide monitoring for multiple applications of installed security alarms systems in accordance/compliance with UL 827, Central Station Alarm Services, and UL 2050. The Central monitoring facility shall be staffed and in operation at all times. The Central Monitoring Station (CMS) shall receive alarm signaling in Contract Identification format (CID) from existing or new burglar alarm panels with POTS (Plain Old Telephone Systems) lines, cellular and/or internet reporting. The CMS provides immediate notification to the Joint Operations Center (JOC) and law enforcement agencies, in the event an alarm signal is received. The CMS shall monitor openings, closings, troubleshoot conditions, for the alarm signals. Signals include, but are not limited to: burglary, duress, troubles on devices, troubles on phone line, trouble on cellular, communication fault and tamper signals.

5.1.1 Each installation account shall have a duress alarm associated with Intrusion Detection Systems (IDSs). DO NOT CALL THE FACILITY TO VERIFY; Call per location SOP (response force/ local PD).

5.1.2 Provide two dedicated contacts for customer support of account maintenance, issues, and new account set ups

5.1.3 Provide full Web-Based Access to EES personnel. Monitoring output shall be accessible to the Gov’t 24 hours per day in real time.

5.1.4 Monitor the primary account (phone line) as well as the backup Uplink (Cellular) communicator.

5.1.5 Monitor unsupervised open/close signals. The recorded opening/closing information shall be e-mailed to the customer upon request.

5.1.6 UL 1981 requires monitoring facility staffing be such that all alarm signals be acknowledged and the appropriate dispatch or verification action be initiated not more than 45 seconds after the monitoring facility receiver acknowledges to the alarm panel at the protected site that the alarm signal has been received

5.1.7 Monitor to ensure activation and deactivation of Arms, Ammunition and Explosives (AA&E) units

5.1.8 Maintain account history up to one year (AR 190-11, para 3-6 h-5)

5.1.9 Maintain up-to-date Contacts

5.1.10 Place systems in/on test, verify signals and take off test at completion of IDS systems tests via internet or smart phone capabilities.

5.1.11 Contractor shall provide a redundant monitoring facility in addition to the primary monitoring facility in the event that the primary monitoring facility is disabled. In that case, reroute all alarm signals to the redundant monitoring facility such that there is no less than 30 minutes break in the continuity of monitoring service. The redundant facility, when manned, shall meet the requirements covered in this specification for the primary monitoring facility. (UFGS-28 20 02, November 2008, para 1.2.2)

5.1.12 Contractor shall have the capability to provide upon the written request of the NCARNG ESS section, up to three years of back logs of all events for every account in PDF or by digital format in Microsoft Excel format.

5.1.13 Provide software updates within 3 business days after they become available. Contractor shall have access to the programming codes of the systems.

5.2 Training.

5.2.1 Onsite training and account set up at NC National Guard Joint Force Headquarters Electronic

Security Section Office in Raleigh NC, no later than one month prior to start of the contract start date. The training will include but is not limited to:

5.2.1.1 Reporting capabilities

5.2.1.2 Running reports and printing reports

5.2.1.3 Viewing account history

5.2.1.4 Making changes as necessary to any field of the accounts

5.2.2 Provide eight hours of remote training to NCARNG at NC National Guard Joint Force Headquarters Electronic Security Section Office in Raleigh NC to designated personnel as required upon Government POC request

5.2.3 Provide unlimited training at the contractor’s location as needed. Gov’t responsible for travel to the contractor’s location.

5.3 Contractor Manpower Reporting Application (CMRA):

5.3.1 The contractor shall report all contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the NCARNG via a secure data collection site.

5.3.2 The contractor shall completely fill in all required data fields using the following web address:

http://www.ecmra.mil/. Reporting inputs shall 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. Contractors may direct questions to the help desk at http://www.ecmra.mil.

http://www.ecmra.mil/ http://www.ecmra.mil/ http://www.ecmra.mil/ http://www.ecmra.mil/

Reference

6.0 Applicable Publications: Publications applicable to this PWS are listed below:

Publication (Chapter/Page)

Date of Publication Mandatory or Advisory

Website

Army Regulation 190- 11, Para 3-6(a)

5 September 2013 Mandatory

UFGS-28-20-02 November 2008 Mandatory https://www.wbdg.org/ ccb/browse_cat.php? c=3

AR 190-13

The Army Physical Security

Program

02/25/2011 Mandatory http://www.apd.army.mil/Product Maps/PubForm/AR.aspx http://www.wbdg.org/ http://www.wbdg.org/ http://www.apd.army.mil/ProductMaps/PubForm/AR.aspx http://www.apd.army.mil/ProductMaps/PubForm/AR.aspx

TECHNICAL EXHIBIT 1

Performance Requirements Summary

This Performance Requirements Summary includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

PWS Paragraph Task Performance

Standard Acceptable

Quality Surveillance

Method / By

5.1

Provide full range of testing and monitoring services by

Certified Central Station Operator

Certificates Personnel

100% accuracy

Defect rate is unacceptable due to the sensitivity

Random Monitoring

5.1.4 Monitor

Unsupervise d Open/Close signals

Submit monthly with 100% accuracy

Defect rate is unacceptable due to the sensitivity

100% Inspection

5.3 Reports

submitted on a monthly basis

Submit monthly with 98% accuracy

No more than 2% error rate

Periodic Inspection

5.1 CMS shall

notify JOC within 2 minutes in the case of alarm

Completed 100% Defect rate is unacceptable due to the sensitivity

100% Inspection

TECHNICAL EXHIBIT 2

Deliverables Schedule

PWS Reference / Deliverable Title

Frequency Number of Copies

Medium/Format Submit To

1.4.6.2 Current Central

Station Operator Certificates prior to start & upon change of personnel

1 Electronic Submission

Gov’t POC

2.1.4.1 Provide UL 827

and UL 2050 Certificates annually and prior to start contract

1 Electronic Submission

Gov’t POC

2.1.4.2 Monthly reports 1 Electronic

Submission

Gov’t POC

2.1.4.3 Monthly alarm

test “on test” report receivable

1 Electronic Submission

Gov’t POC

2.1.4.6 Annual review

accounts

1 Electronic Submission

Gov’t POC

2.1.4.8 Operating

procedure plans annually and prior to start

1 Electronic Submission

Gov’t POC

5.1.5 Recorded

opening/closing information as requested

1 Electronic Submission

Gov’t POC

1.4.5.11 OPSEC SOP/Plan

within 15 days of contract award or subsequent change in personnel

1 Electronic Submission

Gov’t POC

1.4.5.10 OPSEC Training

within 15 days of contract award or subsequent change in personnel

1 Electronic Submission

Gov’t POC

1.4.5.13 Threat Awareness

and Reporting

Program (TARP) Training within 15 days of contract award or subsequent change in personnel

1 Electronic Submission

Gov’t POC

TECHNICAL EXHIBIT 3

Estimated Workload Data

This information is provided for historical background only. It is not a guarantee of workload quantities.

ITEM NAME ANNUAL ESTIMATED

QUANTITY

1 Monitoring of Alarm Accounts 125

2 Reports sent (4 per week) 208

3 System user information updates 500