Department of veterans affairs



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image showing the official seal of the department of veterans affairs.

TRANSFORMATION TWENTY-ONE TOTAL TECHNOLOGY NEXT GENERATION (T4NG)

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology

Service Delivery and Engineering
Salem, Virginia VA Medical Center PBX Maintenance
Date: June 19, 2017

TAC-18-45182

Task Order PWS Version Number: 1.2

Contents

BACKGROUND 4

APPLICABLE DOCUMENTS 4

SCOPE OF WORK 5

APPLICABILITY 5

ORDER TYPE 6

PERFORMANCE DETAILS 6

PERFORMANCE PERIOD 6

PLACE OF PERFORMANCE 6

TRAVEL OR SPECIAL REQUIREMENTS 7

CONTRACT MANAGEMENT 7

GOVERNMENT FURNISHED PROPERTY 7

SECURITY AND PRIVACY 7

POSITION/TASK RISK DESIGNATION LEVEL(S) 7

SPECIFIC TASKS AND DELIVERABLES 8

PROJECT MANAGEMENT 8

CONTRACTOR PROJECT MANAGEMENT PLAN 8

TECHNICAL KICKOFF MEETING 8

SERVICE DESK SUPPORT AND ACCESS TO ALCATEL-LUCENT AND AVST TECHNICAL CENTER 9

OPERATION AND MAINTENANCE SERVICE 9

MOVE, ADD, AND CHANGE (MAC) 10

SYSTEM IMPROVEMENTS 10

TECHNICAL SUPPORT 11

ON-SITE SUPPORT 11

EMERGENCY MAINTENANCE CALL SUPPORT 12

ROUTINE MAINTENANCE CALL SUPPORT 13

TROUBLESHOOTING AND REPAIR 13

PREVENTIVE MAINTENANCE 14

CABLE MAINTENANCE 14

CERTIFICATE OF MAINTAINABILITY (OPTIONAL TASK) 15

OPTION PERIOD ONE 16

OPTION PERIOD TWO 16

GENERAL REQUIREMENTS 17

PERFORMANCE METRICS 17

SECTION 508 – ELECTRONIC AND INFORMATION TECHNOLOGY (EIT) STANDARDS 18

EQUIVALENT FACILITATION 18

COMPATIBILITY WITH ASSISTIVE TECHNOLOGY 19

ACCEPTANCE AND ACCEPTANCE TESTING 19

SHIPMENT OF HARDWARE OR EQUIPMENT 19





BACKGROUND


The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OI&T), Service Delivery and Engineering (SDE) is to provide benefits and services to Veterans of the United States.  In meeting these goals, OI&T strives to provide high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout all the points of the Veterans’ health care in an effective, timely and compassionate manner.  VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals.
The Salem, Virginia VA Medical Center (VAMC) and the Community Based Outpatient Clinics (CBOCs) rely on telephone services to support patient health care services. Routine, emergency, and maintenance services are required to sustain the dependability and functionality of the Private Branch Exchange (PBX) systems to include associated components affixed to the overall telephony solution. The expected maintenance addresses both routine and contingent operations for all the supported sites listed in Section 4.2 Place of Performance. The Salem Telecommunications Network (STN) provides these telephone services to the Salem VAMC and the three CBOCs.
The STN is comprised of an Omni Private Communications Exchange (PCX) 4400 solution, Applied Voice and Speech Technologies (AVST) CallXpress server, Trivium call accounting solution, Genesys/Alcatel-Lucent virtual hold solution, Innovative Electronic Designs (IED) 8000 Series public announcement system, Gordon Kapes 922 system, analog phones, digital phones, IP phones, and associated components; 3259 active extensions out of 3,715 extensions possible in this PBX, six automatic call distribution (ACD) groups with 50 of the possible 75 agents programed; and the existing low-voltage infrastructure (voice and data) including approximately 90 closets throughout this location. The Gordon Kapes is an alternate PBX to be used during a system failure, in Salem, that supports 24 lines and approximately 23 trunks. The Salem VAMC also has a Magnetek Uninterrupted Power Supply (UPS) backup battery system. Each CBOC has an Omni PCX 4400, AVST CallXpress sever and associated components; approximately 46 active extensions, 120 extensions possible in the BPX. Each CBOC has an Uninterruptible Power Supply (UPS) backup battery system. Appendix A figures 1 and 2 contain diagrams of the equipment at each site.

APPLICABLE DOCUMENTS


The Contractor shall comply with the following documents, in addition to the documents in Paragraph 2.0 in the T4NG Basic Performance Work Statement (PWS), in the performance of this effort:



  1. Building Industry Consulting Service International (BICSI), all standards

  2. Electronic Industries Association/Telecommunications Industry Association (EIA/TIA) 569 (Standard for telecommunications pathways and spaces requirements)

  3. TIA/EIA 568B (Telecommunications cabling standard)

  4. Insulated Cable Engineers Association (ICEA) Publications S-80-576-1988

  5. TIA/EIA 607 (Building grounding and bonding requirements)

  6. TIA/EIA 606 (Standard for records, labeling, and space and pathway administration)

  7. Federal Communications Commission (FCC) Part 68

  8. National Fire Protection Association (NFPA)

  9. Underwriters Laboratories (UL)

  10. Department of Veterans Affairs Office of Construction (OC) Master Construction Specifications

  11. Appendix A, Equipment Diagrams:

    1. Figure 1 - System Architecture Diagram for the Salem VAMC

    2. Figure 2 - System Architecture Diagram for the Salem VAMC CBOCs (in Lynchburg, Wytheville, and Staunton)

L. Appendix B, Salem Preventative Maintenance Check List

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