VOICE_Solicitation_W91ZRS-R-0004.pdf

2019 CTARNG DOIM REQUIREMENT – VERSION A

COMBINED SYNOPSIS/SOLICITATION

Connecticut Army National Guard

STATEMENT OF WORK

for

Department of Information Management

VOICE SERVICES

Version A

3/20/2019

CONTRACTING OFFICER:

Mr. Frank A. Tantillo

OLD

VERSION

NEW

VERSION

DATE

CHANGED

DESCRIPTION

Table of Contents

1.0 Project Description

1.1 Project Title

1.2 Project Overview

1.3 Project Scope

1.4 Acquisition Selected

1.5 Period of Performance

1.6 Place of Performance

2.0 Requirements

2.1 Appendix A Description

2.2 Appendix B Description

2.3 Appendix C Description

2.4 The Government

3.0 Local Commercial Communications Services

3.1 Installation and Cutover

3.1.1 Installation Plan

3.1.2 Cutover Plan

3.2 Commercial Subscriber Lines, Centrex Services & Exchange Access Trunks and Other Circuits

3.2.1 Commercial Subscriber Lines (CSL)

3.2.2 Commercial Subscriber Line Basic Service (BS)

3.2.3 Commercial Subscriber Line Optional Features or Functions

3.2.4 Subscriber Line Relocation

3.2.5 Centrex

3.2.6 Exchange Access Trunks

3.2.7 Exchange Access Trunks Basic Service (BS)

3.2.8 Off Premise Extension (OPX)

3.2.9 Primary Rate Interface (PRI) Circuits

3.2.10 Basic Rate Interface (BRI, 2B+D, 2B1D)

3.2.11 Government Emergency Telecommunications Service (GETS)

3.3 Transport Services

3.4 Circuit Termination

3.4.1 Analog and Low Data Rates

3.4.2 High Data Rates

3.4.3 Circuit Testing

3.5 Local Exchange Access and Service Areas

3.6 Number Portability

3.7 Demarcation

3.7.1 Circuit Termination

3.7.2 Circuit Extension

3.8 Contractor Equipment and Cable Installation

3.9 Service Outages and Service Level Agreements (SLA)s

3.9.1 Initial Notification and Acknowledgement

3.9.2 Restoration of Service and Maintenance

3.9.3 Catastrophic Outage

3.9.4 Emergency Outage

3.9.5 Serious Outage

3.9.6 Routine Outage

3.9.7 Scheduled Outage

3.10 911/E911 Services

3.11 Public Listings

3.12 Service Orders

3.12.1 Emergency Services

3.12.2 Priority Services

3.12.3 Routine Services

4.0 Traffic Analysis

4.1 Traffic Analysis for Trunks

4.2 Traffic Analysis for Higher Bandwidth Transport Circuits

5.0 Customer Service Records (CSR)

5.1 Format

5.2 On-line Portal Access

5.3 Direct-inward-dial

5.4 Commercial Subscriber Lines

5.5 Trunks

5.6 Transport Circuit

6.0 Invoice Reconciliation Report

7.0 Diversity/Diverse Routing

8.0 Contract Management and Quality Assurance

8.1 General Information

8.2 Meetings

8.3 Support

8.4 Point-of-Contact (POC)

8.5 Data and Report Requirements

8.6 Purchase Descriptions for Service Contracts (reference DFARS 211.106)

8.7 Regulations and Policies

8.7.1 Safety Training and Education

8.7.2 Hazardous Material Reporting on Federal Installations

8.7.3 Ozone Depletion

8.7.4 Accident/Incident Reporting and Investigation

8.7.5 Subcontractors Safety

8.7.6 Contractor Manpower Reporting Application

8.8 Special Services Not Listed

8.9 Site Specific Special Requirements

8.10 Quality Assurance and Contract Compliance

8.11 Support Transition at Contract Expiration

8.12 Credit for Not Meeting Aggregate-Based Service –Specific Performance Objectives

8.14 SLA Quarterly Compliance Report

8.15 Billing Requirements

8.15.1 Basic Requirements for Billing

9.0 Security Requirements

9.1 Contractor Personnel

9.1.2 Listing of Employees

9.1.3 Traffic Laws

9.1.4 For Official Use Only (FOUO)

9.1.5 Security Requirements

9.1.6 HSPD-12 Background Investigation Requirements

9.2 Technical

10.0 Compliance with National Policy Directives

11.0 Standards

12.0 Voice Services Connectivity

13.0 Technical Capabilities

13.1 Uniform numbering plan

13.1.1 Unique Numbering

13.1.2 PSTN Numbering

13.1.3 Non-Commercial Government Specific Private 700 Numbers

13.1.4 Contractor’s Network-Specific Private Numbers

13.2 Network Intercept

13.3 User-to-User Signaling via ISDN D-Channel (optional)

13.4. Voice Quality

14.0 On-Net Voice Services Features

15.0 Voice Services Performance Standards

16.0 Section 508 Standards

17.0 Proposal Instructions

17.1 Solicitation Closing Date and Time

17.2 Preparation and Delivery Instructions

17.3 Preparation of Price Proposal

17.4 Preparation of Technical Proposal

17.5 Past Performance

18.0 Evaluation Factors for Award

18.1 Evaluation Methodology

18.2 Evaluation Type

18.3 Technical Evaluation Criteria

18.3.1 List of Technical Evaluation Criteria

18.3.2 Factor 1: Technical Design and Approach

18.3.3 Factor 2: Service Performance

18.3.4 Factor 3: Service Delivery, Operations and Management Approach Regarding Time To Restore (TTR), the proposed solution shall identify the process and the capability for the offeror to meet the TTR SLAs

18.3.5 Factor 4: Deliverables

18.3.6 Factor 5: Past Performance

Appendix A – Contractor Required Key Information Appendix B – Connecticut Army National Guard Service Locations Appendix C – Connecticut Army National Guard Service & Price Template Appendix D – Past Performance Evaluation Questionnaire Appendix E – Not Used Appendix F – Terms and Clauses That Will Be Full Text or Incorporated by Reference Appendix G – Not Used

1.0 Project Description

Utilizing this statement of work, the Connecticut Army National Guard (CTARNG) intends to award a firm-fixed price contract for local voice services.

1.1 Project Title

CTARNG Voice Services

1.2 Project Overview

The CTARNG is currently receiving voice services at 21 locations throughout Connecticut.

The CTARNG requires continuation of said service with the ability to grow or expand as required.

1.3 Project Scope

This Statement of Work (SOW) is a comprehensive description of local exchange access services, analog and digital access transport services, and intra-Local Access Transport Area (LATA) interconnect functions. The Contractor shall be facilities based either locally or by region and shall provide all transmission facilities, equipment, materials, maintenance, test equipment, and design layout needed to perform and provide local access and transport services and functions at the designated demarcation point. This includes the contractor’s ability to install PRIs and the capability to port all currently existing Direct Inward Dial (DIDs) and Commercial Subscriber Lines (CSLs) where applicable. These services shall include any special items, equipment, wiring or infrastructure to ensure the Contractor’s proposed solution is compatible with the government’s current infrastructure. The contractor is responsible for troubleshooting and maintaining the operation of the circuit up to its termination point (TP), service delivery point (SDP), or demarcation point (DP), all three terms are synonymous. Access to the local exchange shall include: availability to operator assistance, emergency 911/E911 services/functions, circuits/trunks to base DMARC and 911/E911 database maintenance where applicable. Long distance services for the CTARNG are currently being provided under the Networx contract or any subsequent follow-on contract established by DISA for long distance services and charges and are not authorized on this Contractual Service Agreement (CSA). The contractor shall follow all Federal Communications Commission (FCC), Public Utility Commission (PUC), Department of Defense (DoD), and industry standards for this requirement. The SOW, Appendix B and Appendix C define all current requirements for the CTARNG.

1.4 Acquisition Selected

This solicitation is for a firm-fixed priced contract consisting of one base year plus four option years. The offeror shall adhere to the terms and conditions specified herein.

1.5 Period of Performance

The following list of contract line item numbers and items, quantities and units of measure, are applicable to this requirement. The period of performance will be as follows:

Description CLIN Start Date End Date Voice Services - Base Year 0001 12 Months 6/1/2019 5/31/2020 Contractor Manpower Reporting- Base Year 0002 Job 6/1/2019 5/31/2020 Voice Services - Option Year 1 1001 12 Months 6/1/2020 5/31/2021 Contractor Manpower Reporting- Option Year 1 1002 Job 6/1/2020 5/31/2021

Voice Services - Option Year 2 2001 12 Months 6/1/2021 5/31/2022 Contractor Manpower Reporting- Option Year 2 2002 Job 6/1/2021 5/31/2022 Voice Services - Option Year 3 3001 12 Months 6/1/2022 5/31/2023 Contractor Manpower Reporting- Option Year 3 3002 Job 6/1/2022 5/31/2023 Voice Services - Option Year 4 4001 12 Months 6/1/2023 5/31/2024 Contractor Manpower Reporting- Option Year 4 4002 Job 6/1/2023 5/31/2024

FAR 52.217-8 Option to Extend Services

The Government may require continued performance of any service within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed 6 months. The Contracting Officer may exercise the option by written notice to the Contractor within 60 days.

(End of clause)

FAR 52.217-9 Option to Extend the Term of the Contract

Option to Extend the Term of the Contract

(a) The Government may extend the term of this contract by written notice to the Contractor within 90 days; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 60 days before the contract expires. The preliminary notice does not commit the Government to an extension.

(b) If the Government exercises this option, the extended contract shall be considered to include this option clause.

(c) The total duration of this contract, including the exercise of any options under this clause, shall not exceed 60 months.

(End of clause)

1.6 Place of Performance

The offeror shall provide the required service(s) defined in Appendix C at the facility location(s) provided in Appendix B / C. Any locations added by the CTARNG during the course of this contract are considered incorporated into the scope of this contract and are subject to FAR 16.505(b): Fair Opportunity.

2.0 Requirements

2.1 Appendix A Description

Identifies the Government POCs that the Vendor will work with during the process. This list is subject to modification by the Government. The Telecommunications Manager (TM) for the Government is responsible for telecommunications activities. After services are authorized by the Contracting Officer, the Contractor shall coordinate with the TM prior to the installation, removal, expansion, and/or change out of equipment. Contact information for Key POCs is identified.

2.2 Appendix B Description

Identifies the Site locations by Town and Address.

2.3 Appendix C Description

Is to be utilized by the Offeror to provide service pricing as identified on the rows shown for each location. It also identifies the Local Commercial Communications Services required, including characteristics, quantities by location as applicable. There are a total of 23 sites in CTARNG. All sites will not require contracted services as indicated. The fields available for population are:

a. Monthly Price (all circuits)

b. Related “Option Year # Monthly Price” column for each service component

Price for 12 Months (Base Year) is calculated as are the columns in row 199 representing Annual Roll-up numbers.

2.4 The Government

The Government will provide floor space for the installation of the Contractor’s provided transmission equipment. The floor space shall be limited to accommodate Contractor-provided relay rack(s) if needed at each designated demarcation. The Government will provide adequate wall space should the contractor not require floor/rack space. When additional rack space, floor space, or wall space is required to support Government requirements, the Contractor shall coordinate with the TM.

3.0 Local Commercial Communications Services

3.1 Installation and Cutover

The Contractor, in coordination with the TM shall perform a site survey of the installation area after contract award, if necessary. The Contractor shall coordinate with the TM to develop an installation schedule and cutover plan no later than (NLT) 15 calendar days after award. The Contractor shall not commence on-site installation and cutover activities until the Contractor receives confirmation of access to the installation from the TM. Installation of the initial required services for cutover of Local Commercial Communications Service requirements shall be as specified in Appendix C. Appendix C will be expanded by the TM in coordination with the Contractor to identify the appropriate cutover and installation information fields needed to manage the process. The Contractor will provide the appropriate column headers, e.g., Site Visit Date, Service Order Number; Service Order Date, Contractor Test Date, Government Ready Date, etc… The contractor shall provide in their offer the proposed plan of service installation and cutover and approximate timing required to complete work. Initial installation and cutover as well as deviations from the final installation plan will be coordinated directly with the TM prior to any work being accomplished. The contractor shall ensure that all circuits, equipment, and service provided by the incumbent, under the prior contract, are disconnected/discontinued/removed from the facility upon successful cutover, if applicable. In the event that the contract award is made to the incumbent Contractor, there are 20 locations that should not require installation/cutover activities. Any inconsistencies, omissions or discrepancies in the installation and cutover plan, does not relieve the contractor’s responsibility to install, cutover and perform all services as identified in this requirement. It is the contractor’s responsibility to resolve any problems associated with these efforts and communicate to the TM solutions to rectify any inconsistencies, omissions or discrepancies.

3.1.1 Installation Plan

The Installation Plan shall, at a minimum, contain the following site specific information:

Site Specific Information Responsibility Description of new equipment to be installed Contractor Detailed location of equipment Contractor Floor Plan Layout TM /

Contractor Installation Schedule TM /

Contractor

3.1.2 Cutover Plan

The Cutover Plan shall, at a minimum, contain the following site specific information:

a. Conditions/Support required being in place prior to the start of cutover

b. Detailed listing of actions/events that must occur for successful cutover

c. Listing of Contractor responsibilities

d. Listing of Government responsibilities

e. Dialing test plan to ensure ported numbers work correctly

f. Dialing test plan to insure Government Emergency Telephone Service (GETS) is working properly

3.2 Commercial Subscriber Lines, Centrex Services & Exchange Access Trunks and Other Circuits

3.2.1 Commercial Subscriber Lines (CSL)

The Contractor shall provide subscriber lines as specified in the Appendix C. Local exchange access, as applicable, shall include commercial subscriber lines and foreign exchange (FX) lines. A CSL is defined by Government standards as a voice grade subscriber line serving directly from the contractor’s central office switch to customer’s location. CSL termination shall be to the telephone jack in the room designated by the customer. A central office CSL can be terminated to a telephone set, fax, modem, etc., to provide voice grade communications to the Public Switch Telephone Network for a single user. Foreign exchange lines are defined by the Government as telephone numbers which are outside of the site local calling area. By connecting to a remote (foreign) exchange, the equivalent of local service from a distant exchange is provided.

Typical use by the government might be for vaults, fire alarms, and elevators or direct lines that intentionally subvert the Government’s private branch exchange service.

3.2.2 Commercial Subscriber Line Basic Service (BS)

BS of a line, as a minimum, shall include the following:

a. Dial tone

b. Direct inward dialing

c. Direct outward dialing

d. Dual Tone Multi-Frequency (DTMF)

e. Local exchange access

f. Equal access

g. Call blocking for Numbering Plan Area (NPA) 900

h. Operator assistance (0+ & 00+)

i. 911/E911 services, where available

j. Non-published directory number

k. Service disconnect with referral service (the referral service shall be at least three

(3) months after a customer has been moved, changed, or disconnected

l. Block third party billing

m. Toll free access

3.2.3 Commercial Subscriber Line Optional Features or Functions The Contractor shall provide optional line features as specified in Appendix C, if applicable. An optional feature could be an individual feature or a group of features or functions.

3.2.4 Subscriber Line Relocation

The Contractor shall perform subscriber line relocation(s) and shall provide information needed for database updates for 911/E911 service purposes within one hour of completion of relocation.

3.2.5 Centrex

Defined by the Government as a type of private branch exchange service in which incoming calls can be direct dialed to any extension without going through a base switch or base PBX and without base operator assistance. Outgoing and intercom calls are dialed direct by the end users. It also necessitates the partitioning of the local exchange carrier’s switch to provide intra-premise dialing with an abbreviated dialing plan and trunking to external networks. Centrex lines, as a minimum, shall include the following:

a. Dial tone

b. Direct inward dialing

c. Direct outward dialing

d. Dual Tone Multi-Frequency (DTMF)

e. Local exchange access

f. Equal access

g. Call blocking for Numbering Plan Area (NPA) 900

h. Operator assistance (0+ & 00+)

i. 911/E911 services, where available

j. Non-published directory number (Where applicable)

k. Service disconnect with referral service (the referral service shall be at least three

(3) months after a customer has been moved, changed, or disconnected

l. Block third party billing

m. Toll free access

Centrex lines, as a minimum, shall include the following features and functions:

(NOTE- Not all telephone lines/sets will require all of these features and/or functions, but will be annotated in Appendix C, if applicable as to what is required per line/set.)

a. Abbreviated Dialing (Where applicable)

b. Auto Dial

c. Busy Line Redial

d. Call Forwarding on Call Waiting

e. Call Forwarding

f. Call Forwarding Busy

g. Call Forwarding No Answer

h. Call Forwarding Remote Access

i. Call Park

j. Call Park Retrieve

k. Call Hold

l. Call Hunting

m. Call Pick Up

n. Call Pick Up - Directed

o. Call Waiting

p. Directory Number Hunt

q. Last Number Redial

r. Ring Again (Callback)

s. Speed Call Short List 20 Entries

t. Speed Call Long List 30 Entries

u. Three Way Calling

Centrex lines may include the following features and functions and will be identified in the Appendix C, if applicable:

a. Auto Attendant

b. Automatic Call Distribution (ACD)

c. Caller ID Delivery on Call Waiting

d. Caller ID Name

e. Caller ID Number

f. Uniform Call Distribution (UCD)

g. Voice Mail

3.2.6 Exchange Access Trunks

The Contractor shall provide local exchange access service circuits for local trunks as specified in the Appendix C, if applicable.

3.2.7 Exchange Access Trunks Basic Service (BS)

BS of an exchange access trunk, at a minimum, shall include the following:

a. Call blocking for Numbering Plan Area (NPA) 900, direct inward dialing, direct outward dialing, two-way dialing, channelization of digital trunks (as specified by work order), trunk busy tones, DTMF, MF 2/6 and dial pulse (DP) address signaling, access, services trunk and/or trunk group establishment, automatic trunk member selection (sequential, linear, most idle, etc.), automatic trunk group, alternate route selection, toll free access

b. Access to and selection of the members within the trunk group between two telephone switching systems must be coordinated to provide optimum member selection and minimize glare conditions. When two or more trunk groups are established to provide services between the switching systems, the alternate route selection from one trunk group to the next provides users’ access to these trunk groups in a coordinated and predetermined routing sequence. The selection of members within a trunk group and the alternate route selection of two or more trunk groups are included as basic functions of trunks and their access.

3.2.8 Off Premise Extension (OPX)

This is an extension telephone that terminates in a location distant from its parent base switch. OPX is generally used to provide authorized base personnel with access to the base switch. The OPX will have features and functions defined by the base switch and the TM. The OPX can have direct access to the Defense Switched Network (DSN) or the FTS system or both. OPX services will not extend beyond the LATA or state line boundary.

3.2.9 Primary Rate Interface (PRI) Circuits

The PRI consists of 23 64-kbit/s B-channels and 1 64-kbit/s D-channel using a T1 line, often referred to as "23B + D", (North American). A T1 Primary Rate Interface user would have access to a 1.472-Mbit/s data service. Larger connections are possible using PRI pairing. A dual PRI could have 24+23= 47 B-channels and 1 D-channel (often called "47B + D"), but more commonly has 46 B-channels and 2 D-channels thus providing a backup signaling channel. Normally, no more than 2 D-channels are provisioned as additional PRIs are added to the group.

3.2.10 Basic Rate Interface (BRI, 2B+D, 2B1D)

An Integrated Services Digital Network (ISDN) configuration of (128 - 256 - 384 ......... 512kb) and/or any circuit provisioning to include 1.54 T-1, is intended primarily for use in subscriber lines similar to those that have long been used for voice-grade telephone service. The BRI configuration provides 2 bearer channels (B channels) at 64 kbit/s each and 1 data channel (D channel) at 16 kbit/s. The B channels are used for voice or user data, and the D channel is used for any combination of data, control/signaling, and X.25 packet networking. The 2 B channels can be aggregated by channel bonding providing a total data rate of 128 kbit/s. The BRI ISDN service is commonly installed for residential or small business service.

3.2.11 Government Emergency Telecommunications Service (GETS) The Government Emergency Telecommunications Service (GETS) is a White House-directed emergency phone service provided by the National Communications System (NCS) in the Cyber Security & Communications Division, National Protection and Programs of the Department of Homeland Security. GETS supports Federal, State, local, and tribal government, industry, and non-governmental organization (NGO) personnel in performing their National Security and Emergency Preparedness (NS/EP) missions. GETS provides emergency access and priority processing in the local and long distance segments of the Public Switched Telephone Network (PSTN). It is intended to be used in an emergency or crisis situation when the PSTN is congested and the probability of completing a call over normal or other alternate telecommunication means has significantly decreased. The servicing LEC must have NPA (710) in their switch to allow access to the GETS line assigned to a specific site.

Dialing 0/1+710-NXX-XXXX provides access to an emergency service for authorized users. The 710 NPA provides access to a tariffed service of the GETS interexchange carriers (AT&T, MCI WorldCom, and Sprint) and the call is billed to the U.S.

Government. GETS is managed by the TM.

http://en.wikipedia.org/wiki/Integrated_Services_Digital_Network http://en.wikipedia.org/wiki/Subscriber_line http://en.wikipedia.org/wiki/Plain_old_telephone_service http://en.wikipedia.org/wiki/Plain_old_telephone_service http://en.wikipedia.org/wiki/B_channel http://en.wikipedia.org/wiki/D_channel http://en.wikipedia.org/wiki/Human_voice http://en.wikipedia.org/wiki/Data http://en.wikipedia.org/wiki/Signaling_(telecommunication) http://en.wikipedia.org/wiki/X.25 http://en.wikipedia.org/wiki/B_channel http://en.wikipedia.org/wiki/Channel_bonding http://en.wikipedia.org/wiki/Residential

NOTE – The Government does not provide the contractor to allow any 10-10 dial around access on awarded contracts.

3.3 Transport Services

The Contractor shall provide local exchange transport channel services as specified in the Appendix C, if applicable. Local transport channel services include transport channel termination and transmission support, as applicable, for analog lines, ISDN lines, alarm circuits, data circuits up to 64 Kbps or aggregate N x 64 Kbps, High Capacity Digital Subscriber Line (HDSL), Digital Signal level 1 (DS-1), DS-3, OC-3, and may be expanded to OC-12, OC-24, OC-48, and higher bandwidth where applicable.

3.4 Circuit Termination

Circuit termination at the Government installation includes the Main Distribution Frame (MDF) or Telephone Equipment Room (TER) (terms are synonymous), for analog signals, metallic cable pairs, Digital Signal Cross-Connect (DSX)-1 patch, cross connect panel for T- 1 circuits, DSX-3 for electrical T-3 circuits, fiber optic patch and cross connect panels for optical interface equipment such as the optical carrier or SONET systems, optical multiplexer equipment, and may extend to Cat 5/6 RJ-45 jack fields if directed by TM to ensure adequate hand off of the circuit to the government. Other wall-mounted, punch-down, terminal blocks are used for isolation and termination of Contractor metallic facilities.

The Contractor shall ensure that all circuits are clearly tagged in a permanent manner with the circuit identification number or telephone number assigned to the circuit, and the work order number. The contractor shall be responsible to provide all equipment, facilities and wiring up to the government demarcation point located at locations specified in Appendix B.

3.4.1 Analog and Low Data Rates

The Contractor shall terminate the analog and lower rate data circuits to the Contractor-provided terminal blocks. The Government shall provide frame space in the TER for the installation of the Contractor provided protector vertical and horizontal blocks. All outside plant copper cables entering the demarcation location must be electrically protected (grounded, terminated on protector modules, etc.).

3.4.2 High Data Rates

The Contractor shall properly terminate digital circuits to the Contractor provided DSX- 1, DSX-3, or fiber optic patch panel

3.4.3 Circuit Testing

The Contractor shall provide the test results to the TM after a new circuit is tested, approved, and activated. The notification shall be in a written or verbal format at the discretion of the TM. The parameters of the circuit characteristics shall be documented in the Customer Service Records (CSR).

3.5 Local Exchange Access and Service Areas

The Contractor shall provide flat rate (FR) or measured rate (MR) services within local calling areas as identified in Appendix B or as needed. FR services apply for both lines and trunks. The local exchange access service areas shall, at a minimum, include the areas/zones coverage as currently defined by the incumbent local service provider(s) and/or the State PUC for the Site and shall be applied under the scope of this contract. When the Contractor provides services to a Government installation, the LATA boundary shall not be limited or restricted to a Contractor’s service area. Connection to intra-LATA exchange areas and with inter-LATA exchange carriers is required. Access to the local exchange shall include Operator Assistance, Directory Assistance, and 911 services and functions. If a location’s identified required service cannot be support from the local Central Office, the contractor shall provide alternative solutions to meet the Governments intent as well as any additional cost factors with their submission for the Government to assess.

3.6 Number Portability

The Contractor shall provide number portability for commercial subscriber lines and local exchange direct-in-dial (DID) directory numbers. The consistent use of the same prefix exchange and directory numbers provides the Government installation with its commercial identity. The Government installation is also serviced by other Government switched networks (e.g., the Federal Telephone Service (FTS), and the Defense Switched Network (DSN)). These networks provide DID trunks and are directly dependent on the mutually assigned DID number to terminate into stations on the installation. Local exchange number portability and DID number growth is a critical factor in the ability of a Government installation to support its personnel and its missions. The Contractor shall comply with the Federal Communications Commission (FCC), and the State Public Utility Commission (PUC) mandates for number portability.

3.7 Demarcation

The demarcation points shall be as identified to the contractor after award. Each location has an active demarcation point.

3.7.1 Circuit Termination

Circuit termination shall include all termination hardware required to hand service off at the SDP.

3.7.2 Circuit Extension

The Contractor shall provide circuit extension of a local communications service or circuit beyond the established facility demarcation to a user designated termination point when required by the government. No requirement identified at the time of solicitation.

3.8 Contractor Equipment and Cable Installation

The Contractor shall provide and install transmission equipment and cables for local exchange access and transport service circuits to the Government provided floor space at the base demarcation location(s). The Contractor shall coordinate with the TM for compliance with local procedures and requirements for equipment and cable installation.

The Contractor shall install equipment and cables in accordance with national and local safety codes. The Contractor shall be responsible for wiring and connecting to Government provided power connection points, ground master connection points, and termination frames for terminal blocks. The Contractor shall coordinate with the TM for installation details. All new cable installations will be either underground or direct buried (i.e., NO aerial installations). Replacement of existing cable may be either underground, direct buried or aerial at the discretion of the Facilities Management Office (FMO). The Contractor will coordinate with the TM for guidance.

3.9 Service Outages and Service Level Agreements (SLA)s

Service Outages are categorized below. A Service Level Agreement (SLA) is an agreement between the Government and the contractor to provide a service at a performance level that meets or exceeds the specified performance objective(s).

3.9.1 Initial Notification and Acknowledgement

The Contractor shall acknowledge the Governments notification of an issue within one

(1) hour.

3.9.2 Restoration of Service and Maintenance

The Contractor shall respond to and restore service outages. From the time of receipt of the notification, the Contractor shall respond within the time limits as indicated below to discuss the outage issue. For mission-essential functions, the TM will identify and prioritize the essential contractor services. The TM will submit these services to the Telecommunications Services Priority (TSP) and the base Restoration Priority List (RPL). The Contractor will prioritize and perform restorations IAW the TSP & RPL. In the event that the Contractor anticipates not being able to perform any of the essential contractor services IAW the TSP & RPL during a crisis situation, the Contractor shall notify the Contracting Officer or other designated representative as expeditiously as possible and use its best efforts to cooperate with the Government in the Government’s efforts to maintain the continuity of operations. For other non-mission essential functions, if it is determined by the Contractor that the outage restoration time frames cannot be met, the Contractor will contact the TM.

3.9.3 Catastrophic Outage

The TM can declare any outage as a catastrophic outage if the outage significantly affects the mission of the Government. A catastrophic outage is normally a sudden and widespread disaster stemming from the result of a man made or natural disaster in which property and site network infrastructure are completely destroyed. Restore service time will be determined from the time the Contractor responds to the Government’s notification in accordance with the local TSP and RPL requirements.

The contractor must advise the TM of their restoration procedures for the base in a catastrophic situation.

3.9.4 Emergency Outage

The TM can declare any outage as an emergency outage if an outage significantly affects the mission of the Government. Emergency is defined by the government as any outage that severely hampers the Government mission and can be restored within the restoration parameters. Restore service within four (4) hours from the time the Contractor responds to the Government’s notification.

3.9.5 Serious Outage

The TM can declare any outage as a serious outage if an outage significantly affects the mission of the Government. Restore service within twenty-four (24) hours from the time the Contractor responds to the Government’s notification

3.9.6 Routine Outage

The TM can declare any outage as a routine outage if an outage does not seriously affect the government mission, but does hamper day-to-day operation of the Government installation. Restore service within two (2) calendar days from the time the Contractor responds to the Government’s notification.

3.9.7 Scheduled Outage

The Contractor shall advise the base TM of any scheduled outage that will affect ANY of the telecommunication services. The Contractor shall inform the TM 30 days in advance of the scheduled outage and provide a detailed explanation for the outage to include the amount of downtime. If the Contractor cannot inform the Government 30 days in advance the Contractor is to contact the TM to determine the feasibility of a shorter notice to the Government.

3.10 911/E911 Services The Contractor shall provide access to 911 or enhanced 911 services, where available, through the local city or county emergency services organization. Contractor shall provide, where applicable, 911/E911 database maintenance of official numbers to ensure the 911/E911 database is updated within one hour after completion of a work order where telephone number was installed, relocated, or disconnected. This applies to all official telephone numbers to include base switch or CSL(s).

3.11 Public Listings

The Contractor shall provide public listings, cross reference listings, and foreign listings for the Government installation. The listings shall be listed in the Government section and/or alphabetical section. The Contractor shall coordinate with the TM to obtain a list and the contents of the Public Listings. The contents of each cross reference listing shall, as a minimum, include the organization title and a referral statement to the appropriate Government Agency. All other listings shall, at a minimum, include the Government title, organization title, address, and telephone number. The TM will coordinate which numbers and details will be listed in the Public Listing.

3.12 Service Orders

From the time of receipt of the work order, the Contractor shall complete the work order within the specified time limits. The work orders will be determined by the TM as emergency, priority, or routine services. If it is determined by the Contractor that the service order time frames cannot be met, the Contractor will contact the TM.

3.12.1 Emergency Services

The Contractor shall complete work orders within three (3) calendar days.

3.12.2 Priority Services

The Contractor shall complete work orders within seven (7) calendar days.

3.12.3 Routine Services

The Contractor shall complete work orders within fourteen (14) calendar days.

4.0 Traffic Analysis

The Contractor shall perform traffic measurement and traffic analysis as required to aid the Government in planning for potential modifications in service capacity.

4.1 Traffic Analysis for Trunks

The Contractor shall perform traffic analysis for trunks once per year when tasked by the TM. The Contractor shall provide a report to TM NLT 30 calendar days after notification of request.

a. The Traffic Analysis for Trunks report shall provide data concerning the use and congestion of the trunks, and will be used to determine whether the trunks provide adequate traffic capacity and whether existing facilities are adequate.

b. The Traffic Analysis for Trunks report shall provide printed, tabulated data from the traffic measuring system and shall provide measurements for seven (7) consecutive business days, on an hourly basis, unless a shorter interval is requested.

c. The Traffic Analysis for Trunks report shall contain an analysis of the traffic measurements and recommendations based on the analysis. Recommendations shall address expansion/reduction of the trunks. The report shall, as a minimum but not limited to, include trunk group name, trunk group number, trunk type, working quantity within each group, average busy hour for 2-way/incoming/outgoing trunks, average usage in CCS or Erlangs, current grade of service at average usage, number of trunks recommended for each trunk group at a P.1 grade of service.

4.2 Traffic Analysis for Higher Bandwidth Transport Circuits

The Contractor shall perform traffic analysis for higher bandwidth transport circuits as required. The Contractor shall provide a report NLT 30 calendar days after the Government request of the traffic study.

a. The Traffic Analysis for Higher Bandwidth Transport Circuits report shall provide data concerning the use and congestion of the transport system, and will be used to determine whether the transport system provides adequate traffic capacity and whether existing facilities are adequate.

b. The Traffic Analysis for Higher Bandwidth Transport Circuits report shall provide printed, tabulated data from the traffic measuring system.

c. The Traffic Analysis for Higher Bandwidth Transport Circuits report shall contain an analysis of the traffic measurements and recommendations based on the analysis.

Recommendations shall address expansion of the transport system hardware and software, and shall be specific for the transport type being analyzed. The report shall, as a minimum but not limited to, include transport circuit name (ID), description of transport circuit, circuit type (voice, data, point-to-point, broadcast, packet switch, frame relay, SONET, ATM, etc.) transmission rate (DS1, DS3, STS1, OC-3, OC-12, OC-24, OC-48, etc.) average maximum usage bandwidth, average minimum usage bandwidth, and average usage bandwidth.

5.0 Customer Service Records (CSR)

The Contractor shall establish a single Billing Telephone Number (BTN) for all awarded services for each facility. The same BTN will be utilized for any subsequent service changes as a direct result of any contract modification issued by the contracting office. The Contractor shall update CSR no later than ten (10) working days after a service ordered has been activated. The Contractor shall provide two copies of all Customer Service Records. One to the Contracting Officer and the other to the TM NLT 60 calendar days following initial service cutover.

5.1 Format

Contractor format for the CSR shall be in MSWord or Excel format and may be provided to the requestor via hard paper copy, CD, or electronic email; however the following information is required for each type of service circuit. The CSR will also include a total monthly cost for all services.

5.2 On-line Portal Access

The Contractor shall provide (where applicable) the customer, to be defined by the government, the ability to access through a portal monthly billing documents and CSR information. This will provide the ability to extract the required account information without interaction by the Contractor thus streamlining the need to review and download billing and CSR documentation.

5.3 Direct-inward-dial

Direct-in-dial (DID) numbers: NPA-NXX-XXXX, non-recurring costs, and monthly recurring costs.

5.4 Commercial Subscriber Lines

User name/office symbol, user address (Bldg # - if applicable, street address, city/base, state & zip code), directory number, demarcation location (Bldg # - if applicable, street address, city/base, state & zip code), description of service type for each item or sub-item, optional features provided, quantity, non-recurring costs, monthly recurring costs, and activity date.

5.5 Trunks

Description of trunk/trunk group ID (DID, DOD, FEX, etc.), trunk circuit ID number, trunk access number (NPA-NXX-XXXX), demarcation location (Bldg # - if applicable, street address, city/base, state & zip code), trunk type (IC, OG, 2-way, 2-wire, 4-wire, etc.), digital (number of channels equipped) or analog, signaling type (loop, E&M, SF, ESF, etc.), address signaling (DTMF, MF 2/6, PRI, SS7, DP, NP, etc.), start dial signaling (Ground Start, IM, DD, WS, etc.), answer supervision (loop, E&M, PRI, etc.), quantity, non-recurring costs, monthly recurring costs, and activation date.

5.6 Transport Circuit

Description of transport circuit/ID (circuit name), circuit ID number, circuit type (voice, data, point-to-point, broadcast, packet switch, frame relay, SONET, ATM, etc.) transmission rate 2.4/4.8/9.6/14.4/19.2/28.8/56/64 kbps, DS1/T1, DS2, DS3, STS1, OC3, OC12, OC24, OC48, etc.), demarcation location (Bldg # - if applicable, street address, city/base, state & zip code), quantity, non-recurring costs, monthly recurring costs, and activation date.

6.0 Invoice Reconciliation Report

The Contractor shall provide an Invoice Reconciliation Report (IRR) analysis with the TM NLT than 60 days after award. After initial submission, the Contractor shall provide the Invoice Reconciliation Report by the last date in the period of performance each year for this contract.

Contractor format for the Invoice Reconciliation report is acceptable.

7.0 Diversity/Diverse Routing

Diversity of a transport channel provides the capability by the service provider to offer protection of a transport channel to avoid a single path failure between two demarcation points in the local exchange network. Diversity is primarily considered to be designed redundant paths, rings, etc., along with the electronic systems in the path that permit transport channels to reach their destination demarcation point in the local exchange without interruption in the event of the failure of one path.

8.0 Contract Management and Quality Assurance

8.1 General Information

The responsibilities of the contractor commence at contract award and apply through transition and life-cycle service delivery and management, including assisting the CTARNG with transitioning to the next contract. The contractor ensures that all service under this contract comply with and are delivered according to the Contract Management.

Quality assurance and Contract management encompass the essential activities and requirements necessary to provide quality services to the Government throughout the life cycle of the contract. It begins with the overarching program management that puts the appropriate resources, systems, and processes in place with leadership to balance contract compliance, the needs of the Government, and the contractor’s business approach. The Contracting Officer’s Representative (COR) will be the Government’s primary point of contact with the contractor for program activities, in conjunction with the Contracting Officer (KO) for contract matters.

8.2 Meetings

The Contractor’s project manager shall be available from Monday to Friday, between 7:00 am to 5:00 pm local time, to meet the TM on-site for technical interchange discussions. A meeting will be scheduled within ten (10) business days for a routine service requirement, five (5) business days for an essential service requirement that may need special attention, or two (2) business days for a mission essential requirement needing immediate attention.

8.3 Support

The Contractor shall assist Government representatives with testing and implementation of a new service circuit or expansion to existing circuits. The Contractor shall cooperate with the TM or other Contractors who may be interconnecting with other related services. When expansion services entail Contractor support that requires additional equipment or testing to activate a circuit, the Contractor shall develop the installation and activation plans with the

TM.

8.4 Point-of-Contact (POC)

The Contractor shall provide a 24-hour point-of-contact telephone number for the notification of telephone/circuit outages and services. If there are multiple POC by division of service type or hours of operation, the Contractor will provide twice a year, a current listing of POC(s) to the TM and Contracting Officer.

8.5 Data and Report Requirements

To minimize the cost burden to the contractor, the sections for deliverable reports describe the required contents of the reports and do not prescribe a format; the format of the reports is left to the judgment or standard practice of the contractor.

Information deliverables and communication from the contractor to the Government is expected to be in the form of data, reports and unstructured communications such as telephone or e-mail contact for immediate notifications. The following definitions apply to the Quality Assurance and Contract Management deliverables:

a. Report – A type of written document providing information as specified by the

Government

b. Data – Information that is structured into fields or otherwise delimited so that it can be readily processed by an automated system as well as by a human

c. Media – Type of package or storage of a report or data such as a file for purposes of delivery

d. Transport – Method by which a report or data is transported or delivered

e. Data Format – Structure or organization of data elements in a data file

f. Report File Format – The application file type used to generate or store the report

Media/Transport/Format Requirements for Reports or Data from the Contractor to the Government:

The contractor shall be capable of providing reports or data to the Government as specified in the following table:

Report or Data Media Transport File Format Paper • Facsimile

• Courier Not Applicable

• Postal Service CD ROM • Courier • MS Word 97 through 2013

• MS Excel 97 through 2013

• PDF

• ASCII Text

• Other formats as mutually agreed between Government and contractor

• Postal Service DVD ROM • Courier

• Postal E-Mail • Internet E-Mail – Simple Mail Transfer Protocol

(SMTP)

• Encrypted Internet E-Mail

• Other secured or unsecured transport methods as mutually agreed between Government and contractor

8.6 Purchase Descriptions for Service Contracts (reference DFARS 211.106) Contractor employees shall identify themselves as contractor personnel by introducing themselves or being introduced as contractor personnel and displaying distinguishing badges or other visible identification for meetings with Government personnel. In addition, contractor personnel shall appropriately identify themselves as contractor employees in telephone conversations and in formal and informal written correspondence.

8.7 Regulations and Policies

The Contractor shall follow all facility regulations and policies regarding security, safety, and environment and federal, state, and local regulations, as applicable. The TM will provide / conduct a local regulation and policy briefing prior to the commencement of work.

8.7.1 Safety Training and Education

The Contractor must have a safety and health plan for the employees. The employer shall instruct each employee in the recognition and avoidance of unsafe conditions and the regulations applicable to his work environment to control or eliminate any hazards or other exposure to illness or injury.

8.7.2 Hazardous Material Reporting on Federal Installations

The Contractor (primary and sub) are required to provide Material Safety Data Sheets

(MSDS) on each hazardous material/compound that will be used in the performance of work specified by Government contract. The MSDSs will be provided to the federal facilities Environmental Management Office for approval of use prior to any use of the hazardous materials (paints, solvents, cleaners, encapsulating compounds, etc.).

Hazardous materials are not permitted on any federal facility until approval has been processed and granted through the local Environmental Management. There are no exceptions to this requirement.

8.7.3 Ozone Depletion

No ozone depleting chemicals or compounds will be used during the performance of work. (EPA Clean Air Act, 1991 Revision).

8.7.4 Accident/Incident Reporting and Investigation

The Contractor shall record and report to the TM all available facts relating to each instance of accidental damage to Government property or injury to either Contractor or Government personnel. The Contractor shall secure the accident scene and wreckage until released by the accident investigative authority through the TM and contracting officer. If the Government elects to conduct an investigation of the incident, the Contractor shall cooperate fully and assist the Government personnel until the investigation is completed.

8.7.5 Subcontractors Safety

The Contractor shall be responsible for ensuring his/her subcontractors comply with all the provisions of this contract.

8.7.6 Contractor Manpower Reporting Application (CMRA)

The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Connecticut National Guard via a secure data collection site. 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, beginning with 2019.

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

8.8 Special Services Not Listed

When future requirements indicate a special service is required, a separate proposal shall be negotiated with the Contracting Officer.