DOCUMENT

1.03 PWS Draft 13 Sept 2022.docx

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PERFORMANCE WORK STATEMENT (PWS)

FOR MOVES/ADDS/CHANGES (MAC) SUPPORT

NAVAL COMPUTER AND TELECOMMUNICATIONS AREA

MASTER STATION ATLANTIC

1.0 SCOPE OF WORK

1.1. Purpose

The purpose of this PWS is to define the telecommunications service requirements necessary to support resident and tenant organizations within the area of responsibility (AOR) of the Naval Computer and Telecommunications Area Master Station Atlantic (NCTAMS LANT) Norfolk Virginia/Base Communications Office (BCO) New Orleans, located onboard the Naval Air Station/Joint Reserve Base New Orleans, Belle Chasse, Louisiana and (BCO) Gulfport, located onboard the Naval Construction Battalion Center, Gulfport, Mississippi during periods of peacetime, military exercise, natural disaster, and manmade conflict. The Period of Performance for this requirement is for a twelve (12) month base period and four (4) one year options.

Mission Statement

The mission of the NCTAMS LANT/BCO New Orleans and BCO Gulfport is to provide Base Communications Services to Navy shore activities, home ported and visiting fleet units, and authorized non-Navy activities in the vicinity and outlining sites of Naval Air Station/Joint Reserve Base New Orleans and NCBC Gulfport functions include the administration of the AVAYA CMM-4, CAIRS UCALL and network switching systems via telephone to Space Warfare Command (SPAWAR) New Orleans LA and Marine Force Reserve (MAFORRES) in New Orleans LA. The BCO is responsible for a wide range of management and operations of inside/outside cable plant infrastructure, existing base communications facilities and services (leased and/or government-owned), billing and invoicing, contracts and switching networks which serves all voice, data and video communications within the AOR.

1.1.2 Organizational Details

BCO New Orleans and BCO Gulfport are major organizational components of Naval Computer and Telecommunications Area Master Station Atlantic (NCTAMS LANT) Norfolk Virginia.

1.1.2.1 Areas of Responsibility

The AOR for NCTAMS LANT New Orleans Division BCO’s are all customers located on NAS/JRB New Orleans. BCO New Orleans is located at 500 Russell Ave, building 30, Belle Chasse, Louisiana. Outlining support is provided Space Warfare (SPAWAR) located at 2251 Lakeshore Drive, New Orleans, Louisiana and Marine Forces Reserve (MARFORRES) located at 2000 Opelousas Street, New Orleans, Louisiana. BCO Gulfport is located at Building 324 3rd Street, building 324, NCBC Gulfport, Mississippi.

Naval Air Station / Joint Reserve Base Belle Chasse in New Orleans is home to a Navy Reserve strike fighter squadron and a fleet logistics support squadron, the 159th Fighter Wing (159th FW) of the Louisiana Air National Guard, Coast Guard Air Station New Orleans, a detachment of a Marine Corps Reserve light helicopter attack squadron, as well as other US Navy & US Army activities. The base has a 24/7 operating schedule to support both the 159 FW's NORAD air sovereignty/homeland defense requirements and for Coast Guard Air Station New Orleans search and rescue/maritime law enforcement/port security missions. It contains a military airport known as Alvin Calender Field (IATA: NBG, ICAO: KNBG, FAA LID: NBG) which is located three nautical miles (6 km) south of the central business district of New Orleans. NCTAMS LANT BCO NAS/JRB Belle Chasse in New Orleans LA is located on Russell Ave, building 30 where the main Avaya 8710 CM 4 switch resides. There are over 6,000 phone lines in use. There are no base operators. The Contractor shall provide customer service representatives to ensure coverage is available for the help desk and customer assistance. Typically, the work center receives 10 to 15 calls per day for voice mail resets and questions pertaining to service.

The Naval Construction Battalion Center (NCBC) Gulfport MS is to maintain and operate facilities and provide services and material in support of Naval Construction Force Units, to include Amphibious Construction Fleet Units, the mission of Maritime Prepositioning Force (Enhanced), and other fleet and assigned organizational units deployed from or homeported at CBC Gulfport MS, and to perform other functions and tasks that may be assigned by higher authority. The tenant units are Naval Mobile Construction Battalion 133, Naval Mobile Construction Battalion ONE and Naval Mobile Construction Battalion 14.

1.1.2.1.2 BCO New Orleans Outlining Supported Sites

The following sites occasionally require support via telephone and are connected to the Avaya CM4 central stage switch at Naval Air Station/Joint Reserve Base (NAS/JRB) Belle Chasse to provide DSN and FTS access:

*SPAWAR New Orleans LA

SPAWAR provides systems engineering and technical support for the development and maintenance of C4ISR (command, control, communications, computers, intelligence, surveillance and reconnaissance), business information technology and space capabilities. These are used in ships, aircraft and vehicles to connect individual platforms into integrated systems for the purpose of information sharing among Navy, Marine, joint forces, federal agencies and international allies. Approximately six (6) times per week, phone assistance may be required pertaining to the Defense Switched Network (DSN) and Federal Technology Services (FTS) lines (outlined in Exhibit D); that are provided by the NAS/JRB Small End Office.

*MARFORRES New Orleans LA

The Marine Forces Reserve (MARFORRES or MFR), also known as the United States Marine Corps Reserve (USMCR) and the U.S. Marine Corps Forces Reserve, is the reserve force of the United States Marine Corps. It is the largest command in the U.S. Marine Corps. Marine Forces Reserve in New Orleans employs 3,000 personnel and is the headquarters command for approximately 40,000 Reserve Marines and 184 Reserve Training Centers located throughout the United States.

1.1.3 Existing Private Branch Exchange (PBX)/Voice Mail Systems

1.1.3.1. The Navy-owned Avaya CMM4 telephone switching platform for BCO New Orleans at Building 30 with an Extended Phone Network (EPN) in building 555. The BCO Gulfport CMM4 telephone switching platform is located in Building 324 with an Extended Phone Network (EPN) in buildings 433 and 329.

1.1.4 Required/Guidance/Source of Documents

2.1 Response Time

The Contractor shall provide the BCOs (with emergency services outside the Principal Performance Period (PPP) when requested as described in Section 2.8.3. Emergency service is deemed any service provided outside the PPP. Services shall be responded to within the time frame identified below:

TYPE OF TASK CONTRACTOR RESPONSE TIME

Catastrophic Two (2) hours from time Contractor receives work order

Major Eight (8) hours from time Contractor receives work order.

Routine Forty-Eight (48) hours from time Contractor receives work order.

The Government shall determine whether a situation is catastrophic / Major / Routine.

Government’s definition for catastrophic, major and routine outages or service. Their required response times for each are:

(a) Catastrophic. Is a situation that demands immediate attention. A loss of 95 % of service. Technical service shall be dispatched and on-site within two (2) hours or less from the time the outage is reported to the Contractor.

(b) Major. Is a situation that demands rapid action. A loss of 20% - 94% of service. Technical service shall be dispatched and on-site within four (4) hours or less from the time the service call is reported to the Contractor.

(c) Routine. Is a situation that has conditions that cause degraded service or a fault condition that makes the system perform at a level less than that for which it is designed; condition discovered in automatic routing which has not shown in the operation of the equipment, but requires attention. A loss of less than 20% of service however can be situational depended. Technical service shall be dispatched and on-site no later than 1200 hours the next business day.

2.2 Contractor’s Site Supervisor

The Contractor shall provide contact information for a site supervisor and alternate for administration and technical supervision of Contractor employees in writing within one week after award. The site supervisor shall be the Contractor’s primary representative and have the Contractor’s full authority to act on matters pertaining to service performance under this contract.

2.3 Status Meetings

The Contractor’s site supervisor shall make contact with the Contacting Officer’s Representative (COR) or the Alternate Contracting Officer’s Representative (ACOR) weekly (or as necessary) during the first six (6) months of this contract. The COR/ACOR shall be appointed upon contract award. Thereafter, the COR/ACOR or the Contracting Officer (KO) shall hold meetings as often as deemed necessary, but monthly at a minimum. At these meetings, a mutual effort shall be made to resolve any and all problems identified. The Contractor shall provide written minutes of these meetings within five (5) working days.

2.4 Respond to Government Requests for Audit

The Government reserves the right to audit all Contractor operations, customer bills, customer records, logs, and other operational data at any time. The Contractor shall provide documentation upon request from the COR/ACOR or KO.

2.5 Contractor’s Quality Assurance and Customer Satisfaction Program

The Contractor shall establish and maintain a quality assurance and customer satisfaction program to ensure that the requirements of the contract are provided as specified. Upon contract award, the prime Contractor shall have and maintain a quality assurance process that meets contract requirements and program objectives while ensuring customer satisfaction and defect-free products/process. The quality system shall be documented and contain procedures, planning, and all other documentation and data necessary to prov