Department of veterans affairs
SPECIFIC TASKS AND DELIVERABLES
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- TECHNICAL KICKOFF MEETING
- SERVICE DESK SUPPORT AND ACCESS TO ALCATEL-LUCENT AND AVST TECHNICAL CENTER
- OPERATION AND MAINTENANCE SERVICE
- MOVE, ADD, AND CHANGE (MAC)
- SYSTEM IMPROVEMENTS
SPECIFIC TASKS AND DELIVERABLESThe Contractor shall perform the following: PROJECT MANAGEMENTCONTRACTOR PROJECT MANAGEMENT PLANThe Contractor shall deliver a Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline and tools to be used in execution of this Task Order effort. The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support. The CPMP shall include a detailed maintenance schedule for routine and preventative maintenance for the STN. The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. The initial baseline CPMP shall be concurred upon and updated in accordance with Section B of the TO. The Contractor shall update and maintain the VA Program Manager (PM) approved CPMP throughout the PoP. Deliverable:
TECHNICAL KICKOFF MEETINGThe Contractor shall hold a technical kickoff meeting within 10 days after TO award. The Contractor shall present, for review and approval by the Government, the details of the intended approach, work plan, and project schedule for each effort. The Contractor shall specify dates, locations (can be virtual), agenda (shall be provided to all attendees at least five (5) calendar days prior to the meeting), and meeting minutes (shall be provided to all attendees within three (3) calendar days after the meeting). The Contractor shall invite the Contracting Officer (CO), Contract Specialist (CS), COR, and the VA PM. SERVICE DESK SUPPORT AND ACCESS TO ALCATEL-LUCENT AND AVST TECHNICAL CENTERThe Contractor shall provide Service Desk Management for both maintenance and technical support. The Service Desk Management shall provide a Single Point of Contact (SPOC), 24 hours a day, 7 days a week, 365 days a year. This is the operative and functional customer interface for all contractually agreed service requirements (service queries and incidents). The Contractor shall have access to the Alcatel-Lucent Technical Support Center and the AVST Support Center 24/7 to obtain system information, licensing information, warranty information, diagnostic support, and updates on Original Equipment Manufacturer (OEM)-system modifications, improvements, revisions and new software level releases. OPERATION AND MAINTENANCE SERVICEThe Contractor shall provide services to operate, maintain, and repair the telephone systems that make up the STN located at the Salem VAMC and its CBOC sites to ensure the PBX and Voice over Internet Protocol (VoIP) equipment operates with a 99.999 percent availability and maintain a minimum voice traffic grade of service of P.01 with an average traffic load of 7.0 Centum Call Seconds (CCS) per voice station per hour. With the exception of Emergency Maintenance Calls, the Contractor shall plan scheduled downtime, upgrades, and any other disruption to the STN to occur during non-duty hours. Duty hours are 8:00 A.M. to 4:30 P.M. Monday through Friday, excluding Federal holidays. The Contractor shall notify the COR and the Facility Chief Information Officer (FCIO) seven days in advance before system shut down can occur. The Contractor shall perform daily system and working file backups and restorations on all STN equipment to include all ancillary systems relating to the PBX (Auto-Attendant, Voicemail, Call-Accounting, and Telecommunication Management System [TMS]) as required to protect the Government from loss of systems and data. The Contractor shall place all backups on the network attached storage (NAS). The Contractor shall correct any loss from Contractor negligence. The Contractor shall complete full system backups on all PBX and any ancillary systems every 30 days. The Contractor shall analyze, identify, and correct local and remote problems within the systems. The Contractor shall provide an Escalation List to the COR that provides a list of personnel and their contact information for notifications for emergency, routine maintenance, and follow-on service to enable response within the prescribed time frames and conditions as specified in this PWS. The Contractor shall update the Escalation List as required and provide to the COR. The Contractor shall comply with the national codes and telecommunications industry standards and practices identified in Section 2.0 Applicable Documents. Deliverable: A. Escalation List MOVE, ADD, AND CHANGE (MAC)The Contractor shall relocate, add, repair, or perform changes of the telephone equipment that are part of the STN, to include the infrastructure, within the facilities. The Contractor shall initiate services within one business day after receipt of a MAC request and complete the MAC work within three business days of initiation. Historically, there have been approximately 100 to 120 MAC requests per week. The Contractor is not responsible for consumable items (e.g. cables, jack, telephones, etc.) needed to perform MAC; VA will provide all consumables needed to perform MAC. The Contractors shall use the VA’s National Service Desk (NSD) ticketing system to receive, log status changes and work progress, and close tickets for all MAC work. The tickets Notifications are received through the Contractor’s VA issued Outlook account. The tickets can be accessed with a VA issued account to the CA service Desk Manager Website. SYSTEM IMPROVEMENTSThe Contractor shall identify technological advances, changes, or other improvements to the STN that will improve system efficiency or reduce required maintenance while maintaining a minimum voice traffic grade of service of P.01 with an average traffic load of 7.0 CCS per voice station per hour. The Contractor shall update the CPMP with this information. During performance of this contract, upgrades, VS system capacity expansion, new capabilities, and functions can and do occur with changes in technologies and Government day-to-day business requirements, through either this contract or another by VA. As these occur, they shall become part of the system and shall be supported by the Contractor as specified by the maintenance and operational tasks and sub-tasks within this PWS. The Contractor shall document this activity in the CPSMR. Based on historical overall growth the VA anticipates up to 10% annual capacity expansion. The Contractor shall install and maintain additions to the existing system, to include hardware/software/ports, other system components, common equipment, station/trunk cards and associated devices; the Contractor shall install and make additional capacity operational. When expansion of the existing system requires additional equipment, parts, licenses, cable, or cabling hardware the Government will provide those items. The Contractor is responsible for furnishing all personnel, equipment, tools, shop materials, transportation, management supervision and other items and services necessary to perform all tasks associated with the installation of the additional capacity. Once these additions are completed, they shall become part of the system and shall be supported by the Contractor as specified by the maintenance and operational support tasks within this PWS. The Contractor shall document this activity in the CPSMR. During performance of this contract, when work is performed by a third party vendor as part of this contract or through another contracting agreement, the Contractor shall provide requisite support to VA and/or the third party vendor for all voice network equipment and all associated peripheral equipment. The Contractor shall document this activity in the CPSMR. Directory: FBODocumentServer FBODocumentServer -> Unrestricted or FBODocumentServer -> Sources Sought Notice FBODocumentServer -> Days after the response date recovery act funds FBODocumentServer -> Days after the response date recovery act funds Download 153.13 Kb. Share with your friends:
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