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FBO DAILY ISSUE OF JULY 14, 2012 FBO #3885
DOCUMENT

N -- Voice Over Internet Protocol (VoIP) Switch - Attachment

Notice Date

7/12/2012
 

Notice Type

Attachment
 

NAICS

517919 — All Other Telecommunications
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;260 Industrial Way West;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

VA11812I0501
 

Response Due

7/20/2012
 

Archive Date

9/18/2012
 

Point of Contact

Brian M Triggiano
 

E-Mail Address

8-5461<br
 

Small Business Set-Aside

N/A
 

Description

Request for Information OIT Voice Solution Voice Over Internet Protocol (VoIP) Switch SOURCES SOUGHT NOTICE & REQUEST FOR INFORMATION. THIS IS A REQUEST FOR INFORMATION (RFI) ONLY. This RFI is for planning purposes only and shall not be construed as an obligation on the part of the Government. This is NOT a Request for Quotations or Proposals. No solicitation document exists, and a formal solicitation may or may not be issued by the Government as a result of the responses received to this RFI. The Government will not pay for any response or demonstration expenses. Any information received will become the property of the Government and will not be returned to the submitter. Interested parties are responsible for adequately marking proprietary or competition sensitive information contained in their response. The Government is requesting industry to provide a written Statement of Capability, as well as a Rough Order of Magnitude (ROM) cost estimate for the requirements within the Performance Work Statement. Responses should also include the company profile (to include, but not limited to, history, business size and socioeconomic category, applicable North American Industry Classification [NAICS], and primary line of business.), as well as any existing contract vehicles which the products and services could be procured on. Responses shall be submitted electronically to Brian Triggiano, Contract Specialist by email at brian.triggiano@va.gov. Response due date: no later than 2:00 p.m. Eastern Time on Friday, July 20, 2012. Contracting Office Address: Department of Veterans Affairs Office of Acquisition Operations Technology Acquisition Center 260 Industrial Way West Eatontown, NJ 07724 Primary Point of Contact.: Brian Triggiano Contract Specialist Email: Brian.Triggiano@va.gov Secondary Point of Contact: Charles Ross Contracting Officer Email: Charles.Ross@va.gov ? PERFORMANCE WORK STATEMENT (PWS) DEPARTMENT OF VETERANS AFFAIRS Purchased Care at the Health Administration Center Office of Information & Technology OIT Voice Solution Voice Over Internet Protocol (VoIP) Switch Date: July 5, 2012 TAC-12-05107 PWS Version Number: 6.8 Contents 1.0BACKGROUND3 2.0APPLICABLE DOCUMENTS3 3.0SCOPE OF WORK5 4.0PERFORMANCE DETAILS5 4.1PERFORMANCE PERIOD5 4.2PLACE OF PERFORMANCE6 4.3TRAVEL6 5.0SPECIFIC TASKS AND DELIVERABLES6 5.1PROJECT MANAGEMENT6 5.1.1PROJECT MANAGEMENT PLAN6 5.1.2MONTHLY PROGRESS REPORTS7 5.2VOIP SWITCH SYSTEM7 5.2.1VOIP SWITCH SYSTEM MIGRATION SUPPORT9 5.2.2VOIP SWITCH TESTING PLAN9 5.2.3VOIP SWITCH SYSTEM TRAINING SUPPORT9 5.2.4TECHNICAL DOCUMENTATION10 5.3VOIP SWITCH MAINTENANCE10 6.0GENERAL REQUIREMENTS11 6.1ENTERPRISE AND IT FRAMEWORK11 6.2POSITION/TASK RISK DESIGNATION LEVEL(S) AND CONTRACTOR PERSONNEL SECURITY REQUIREMENTS11 6.2.1MODERATE RISK DESIGNATION TASKS12 6.2.2CONTRACTOR PERSONNEL SECURITY REQUIREMENTS13 6.3METHOD AND DISTRIBUTION OF DELIVERABLES14 6.4PERFORMANCE METRICS14 6.5FACILITY/RESOURCE PROVISIONS14 6.6GOVERNMENT FURNISHED PROPERTY15 ADDENDUM B21 ? 1.0 BACKGROUND The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OIT), is to provide benefits and services to Veterans of the United States. In meeting these goals, OIT 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 Health Administration Center (HAC) is the responsible entity within the Chief Business Office (CBO) Purchased Care (PC) for providing effective administration of the following Veterans Health Administration (VHA) fee-for-service health benefit plans: "Civilian Health and Medical Program of the Department of Veterans Affairs (CHAMPVA) "Spina Bifida Health Care Program (SB) "Children of Women Vietnam Veterans Health Care Program (CWVV) "Foreign Medical Program (FMP) With the exception of FMP, these are benefit programs for the spouse or surviving spouse and dependents of a qualifying Veteran sponsor. For all of these programs, HAC is responsible for managing and performing program policy, eligibility determinations, enrollment, contact management, claims processing and status reporting, accounts payable (claims payment), accounts receivable (recoupments), program integrity, and other related processes for the above benefit plans. Beyond these factors lies the need for VHA to standardize, streamline and automate its business practices and processes across its organizational entities and within its organizational entities, for example, within the Private Branch Exchange (PBX) functional arena. This translates into enhanced Veteran/Dependent service by: providing robust Interactive Voice Response (IVR) systems that are connected to the growing nexus of information interfaces such as secure chat, call recording and work force management to speed up and automate answers to common customer service questions; and facilitating the creation of a uniform, consistent, and efficient look and feel to customer relationship management that provides redundancy and continuity of operations across the organization. This implementation also supports VA's solution for call center agents and other employees to telework. The solution will be installed by the Contractor at the Health Administration Center (HAC) located at 3773 Cherry Creek North Drive, Denver, CO 80209. 2.0 APPLICABLE DOCUMENTS In the performance of the tasks associated with this Performance Work Statement, the Contractor shall comply with the following: 1.44 U.S.C. § 3541, "Federal Information Security Management Act (FISMA) of 2002" 2.Federal Information Processing Standards (FIPS) Publication 140-2, "Security Requirements For Cryptographic Modules" 3.FIPS Pub 201, "Personal Identity Verification of Federal Employees and Contractors," March 2006 4.10 U.S.C. § 2224, "Defense Information Assurance Program" 5.Software Engineering Institute, Software Acquisition Capability Maturity Modeling (SA CMM) Level 2 procedures and processes 6.5 U.S.C. § 552a, as amended, "The Privacy Act of 1974" 7.42 U.S.C. § 2000d "Title VI of the Civil Rights Act of 1964" 8.Department of Veterans Affairs (VA) Directive 0710, "Personnel Suitability and Security Program," May 18, 2007 9.VA Directive 6102, "Internet/Intranet Services," July 15, 2008 10.36 C.F.R. Part 1194 "Electronic and Information Technology Accessibility Standards," July 1, 2003 11.OMB Circular A-130, "Management of Federal Information Resources," November 28, 2000 12.32 C.F.R. Part 199, "Civilian Health and Medical Program of the Uniformed Services (CHAMPUS)" 13.An Introductory Resource Guide for Implementing the Health Insurance Portability and Accountability Act (HIPAA) Security Rule, October 2008 14.Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended by the Workforce Investment Act of 1998 (P.L. 105-220), August 7, 1998 15.Homeland Security Presidential Directive (12) (HSPD-12), August 27, 2004 16.VA Directive 6500, "Information Security Program," August 4, 2006 17.VA Handbook 6500, "Information Security Program," September 18, 2007 18.VA Handbook 6500.1, "Electronic Media Sanitization," March 22, 2010 19.VA Handbook 6500.2, "Management of Security and Privacy Incidents," June 17, 2008. 20.VA Handbook 6500.3, "Certification and Accreditation of VA Information Systems," November 24, 2008. 21.VA Handbook, 6500.5, Incorporating Security and Privacy in System Development Lifecycle. 22.VA Handbook 6500.6, "Contract Security," March 12, 2010 23.Project Management Accountability System (PMAS) portal (reference PWS References -Technical Library at https://www.voa.va.gov/) 24.OIT ProPath Process Methodology (reference PWS References -Technical Library and ProPath Library links at https://www.voa.va.gov/) NOTE: In the event of a conflict, OIT ProPath takes precedence over other processes or methodologies. 25.Technical Reference Model (TRM) (reference at http://www.ea.oit.va.gov/Technology.asp) 26.National Institute Standards and Technology (NIST) Special Publications 27.VA Directive 6508, VA Privacy Impact Assessment, October 3, 2008 28.VA Directive 6300, Records and Information Management, February 26, 2009 29.VA Handbook, 6300.1, Records Management Procedures, March 24, 2010 3.0 SCOPE OF WORK The Contractor shall purchase all hardware and software to install, migrate users and test a new Voice Over Internet Protocol (VoIP) Switch to replace the current PBX at the VHA HAC. The Contractor shall assign all current phone numbers to IP addresses as identified in section 5.2 (to support up to 2,300 users). The Contractor shall provide an IVR with Spanish and English voice recognition, work force management system, Call Back System with scheduling, Secure Web Chat software applications, and software licenses to an existing virtual environment and be compatible with the implementation of Microsoft Dynamics Customer Relationship Management (CRM) Project at the HAC. The Contractor shall provide training service to VA system administrator and users. The Contractor shall also provide one (1) year of maintenance support of the installed systems. 4.0 PERFORMANCE DETAILS 4.1PERFORMANCE PERIOD The period of performance shall be ninety days (90) from date of award to purchase, install, migrate and test VoIP Switch System and one year maintenance support of the installed VoIP Switch Systems. Any work at the Government site may take place on Federal holidays or weekends when approved by the Contracting Officer's Representative (COR). Since the VA HAC Contact Center does not have a lab Automatic Call Distribution (ACD) system, testing must be done during off hours and shall not interrupt VA's 6:00AM to 6:00PM, Monday through Friday operation. There are ten (10) Federal holidays set by law (USC Title 5 Section 6103) that VA follows: Under current definitions, four are set by date: New Year's DayJanuary 1 Independence DayJuly 4 Veterans DayNovember 11 Christmas DayDecember 25 If any of the above falls on a Saturday, then Friday shall be observed as a holiday. Similarly, if one falls on a Sunday, then Monday shall be observed as a holiday. The other six are set by a day of the week and month: Martin Luther King's BirthdayThird Monday in January Washington's BirthdayThird Monday in February Memorial DayLast Monday in May Labor DayFirst Monday in September Columbus DaySecond Monday in October ThanksgivingFourth Thursday in November 4.2PLACE OF PERFORMANCE Tasks under this PWS shall be performed in the VA HAC facility located at 3773 Cherry Creek Drive North, Denver, CO 80209. 4.3TRAVEL Include all estimated travel costs in your firm-fixed price line items. These costs will not be directly reimbursed by the Government. 5.0 SPECIFIC TASKS AND DELIVERABLES The Contractor shall perform the following: 5.1PROJECT MANAGEMENT 5.1.1CONTRACTOR PROJECT MANAGEMENT PLAN The 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 the contract. The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support. The initial baseline CPMP shall be concurred upon and updated monthly thereafter. The Contractor shall update and maintain the VA PM approved CPMP throughout the period of performance. The Contractor shall conduct a Kick-off meeting either via teleconference or face-to-face at the Contractor's facility or VA facility Denver, CO to provide a Kick-off Briefing to VA Project Team. At the meeting, the Contractor shall present a staffing and quality plan, overall CPMP, and high-level schedule, at the task order level. The kick-off meeting shall be planned within ten (10) working days from date of award. If the Kick-off meeting is via teleconference, it shall be conducted via VA approved teleconference tools. Deliverables: A.Contractor Project Management Plan B.Kick-off Meeting Briefing Material 5.1.2MONTHLY PROGRESS REPORTS The Contractor shall provide the COR with Monthly Progress Reports in electronic form in Microsoft Word and Project formats, 2007 or later versions. The report shall include detailed instructions/explanations for each required data element to ensure that data is accurate and consistent. These reports shall reflect data as of the last day of the preceding month. The Monthly Progress Reports shall cover all work completed during the reporting period and work planned for the subsequent reporting period. The report shall also identify any problems that arose and a description of how the problems were resolved. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue. The Contractor shall monitor performance against the PMP and report any deviations. The Contractor shall keep in communication with VA accordingly so that issues that arise are transparent to both parties to prevent escalation of outstanding issues. Deliverable: A.Monthly Progress Report 5.2VOIP SWITCH SYSTEM The Contractor shall design, engineer, procure, install, cutover and test the VOIP switch system and all functionality listed below: 1.The Contractor shall procure all system components, including hardware and software for the VoIP Switch System. 2.The VoIP Switch System shall support up to 2,300 Direct Inward Dialing (DID) within 18 phone number DID ranges with expansion capability to support 3,000 DIDs. 3.The VoIP Switch shall support twelve Primary Rate Interfaces (PRIs): seven (7) Call Centers PRIs, two (2) Long Distance PRIs, and three (3) Local PRIs. 4.The Contractor shall map all current phone numbers to IP addresses up to 2,300 users. 5.The system shall support Captaris/RightFAX server interface T-1 6.The system shall have the ability to host Analog phones, Digital Display phones, IP Display phones (no POE needed) 7.Programmable Phone keys for features such as Hold, transfer, conference, forward, redial, voicemail, park, Secondary Multi Line Appearance (SMLA) and Primary Multi Line Appearance (PMLA) and music on hold. 8.Simple Graphical User Interface (GUI) for Configuration, Reporting, Accounting, Alarms, Directory, Scheduler and Maintenance for Moves/Adds/Changes of phone sets, Queues, Pilots, reporting. 9.Design a Computer telephone integration (CTI) screen pop (a window or dialog box that autonomously appears on the desktop to display information) showing DID Caller-id, and Social Security Number (SSN) obtained from caller to populate screen pop and query the VOIP contact database for the previous year with SSN provided by caller to be displayed. Also an entry of the contact information and notes will be saved in the database for the call. a.The CTI must have the ability to search for keywords and or SSN. b.The CTI shall have capability to have a separate query screen for VA call center agents not on the phones to document contact information and notes. c.The CTI screen pop shall give VA agent the ability to log in or out of the queues and change their availability status for eight (8) different not ready status codes: MEETING, INFORMATION TECHNOLOGY, TRAINING, PROJECT, BREAK, LUNCH, END OF SHIFT, PERSONAL. 10.Provide non-call center VA personnel with Secure WEB access to the VOIP contact database with read only and read/write access. 11.Provide Voice mail system for all IP/digital/analog phones with the ability to save voicemails and user recorded conversations to desktop. 12.The system shall provide Secure Web Chat with chat screen pop to agent's desktop with capabilities to handle multiple chats at one time and all the standard features e.g. conference chat, transfer chat, add an attachment to chat, etc. The record of chat contact information shall be an entry in the VOIP database. 13.The system shall have real time display of queue performance. 14.The system shall provide reporting on agent states, performance/statistics in Excel format. 15.The IVR includes a- GUI Program for 13 IVR applications, Open Database Connectivity (ODBC) connection to query Cache. 16.The system shall have Emergency closure; customized, scheduled greetings and voice guides. 17.The system shall support Automatic Call Distribution (CD) routing and configuration functions. 18.The system shall support voice recording bypass for the agent to stop call recording. The system shall support call backs. 19.The system shall support Phone tree interface. 20.The system shall support Meds by Mail (MbM) interface. 21.The VOIP system shall be compatible with VA HAC telework solution. Deliverable: A.VoIP Switch System Components/System 5.2.1VOIP SWITCH SYSTEM MIGRATION SUPPORT The Contractor shall perform migration of the data in the current (Genesys) contact SQL database and current IVR database to the new VoIP Database. VA will provide the Contractor with any technical information required on the current database configurations to support the migration. The Contractor shall provide expert solution support to ensure data, production fixes, functional enhancements, application upgrades and modifications. The Contractor shall be responsible for ensuring data integrity during the migration to the VoIP Database. VoIP Database Migration support actions shall be documented in the Monthly Progress Reports stating the date and time and the support actions required. 5.2.2VOIP SWITCH TESTING PLAN The Contractor shall provide Operational Testing support for the VoIP Switch System. The Contractor shall prepare a Test Plan to include items to be tested, test strategy, test criteria, design test cases, test deliverables, test schedule, test environments and locations, test data, staffing needs, risks and constraints, and test metric. The Contractor shall develop VoIP test procedures to document the test process for the VoIP solution.. The Contractor shall provide technical support; coordinate test events and conduct tests in accordance with appropriate regulations. The Contractor shall analyze, evaluate and document test results. Deliverables: A.VoIP Switch System Test Plan B.VoIP Switch System Testing Procedure C.VoIP Switch System Testing Results Report 5.2.3VOIP SWITCH SYSTEM TRAINING SUPPORT The Contractor shall provide system user level training two classes of 10 personnel for 1 day and system administrator training one class of 2 personnel for 2 days to be conducted at VA HAC location. The Contractor shall provide all training materials, such as Training Plan with training approach, curriculums and training schedule. The Contractor shall provide course materials and end-user cheat sheets. Training course materials shall be approved by the Government prior to scheduling training sessions. The training shall include both overview to the application and detailed hands on training with the user guide and a walkthrough of the VoIP application. Deliverables: A.VoIP Switch System Training Plan B.VoIP Switch System Training Course Materials C.VoIP Switch System End-User Cheat Sheets 5.2.4TECHNICAL DOCUMENTATION The Contractor shall document the technical design and architecture in System Architecture Drawings. The System Architecture Drawings shall depict functionality and interconnectivity of each hardware component down to the interface level (e.g. physical ports). The System Architecture Drawings shall be delivered in standard electronic format. The Contractor shall provide an Administrator Guide to describe all common administrator functions of the VoIP Switch System. The Contractor shall provide a User Guide that describes all the VoIP Phone functions and operational procedures. Both Administrator and User Guides shall be delivered in standard electronic format. Deliverable: A.System Architecture Drawings B.Administrator Guide C.User Guide 5.3VOIP SWITCH MAINTENANCE The Contractor shall provide one (1) year of 24x7 maintenance support on the VoIP Switch System and all hardware and software systems installed under this PWS (as identified in Para. 5.2) with a two (2) hour response time. The Contractor shall provide manufacturer support or 3rd level support if required for escalated maintenance issues. Maintenance support actions shall be documented in the Monthly Progress Reports stating the date and time and the support actions required. 6.0 GENERAL REQUIREMENTS 6.1ENTERPRISE AND IT FRAMEWORK The Contractor shall support the VA enterprise management framework. In association with the framework, the Contractor shall comply with OIT Technical Reference Model (One-VA TRM). One-VA TRM is one component within the overall Enterprise Architecture (EA) that establishes a common vocabulary and structure for describing the information technology used to develop, operate, and maintain enterprise applications. One-VA TRM includes the Standards Profile and Product List that collectively serves as a VA technology roadmap. Architecture, Strategy, and Design (ASD) has overall responsibility for the One-VA TRM. Where applicable, the Contractor solution shall support the latest Internet Protocol Version 6 (IPv6) requirements and compliance standards established by Federal Acquisition Regulation (FAR) and NIST for IPv6 for Federal Government Agencies. IPv6 technology must be included in all infrastructure and application design and development efforts. The Contractor shall support VA efforts in accordance with the Project Management Accountability System (PMAS) that mandates all new VA IT projects/programs use an incremental development approach, requiring frequent delivery milestones that deliver new capabilities for business sponsors to test and accept functionality. Implemented by the Assistant Secretary for IT, PMAS is a VA-wide initiative to better empower the OIT Project Managers and teams to meet their mission: delivering world-class IT products that meet business needs on time and within budget. The Contractor shall utilize ProPath, the OIT-wide process management tool that assists in the execution of an IT project (including adherence to PMAS standards). It is a one-stop shop providing critical links to the formal approved processes, artifacts, and templates to assist project teams in facilitating their PMAS-compliant work. ProPath is used to build schedules to meet project requirements, regardless of the development methodology employed. 6.2POSITION/TASK RISK DESIGNATION LEVEL(S) AND CONTRACTOR PERSONNEL SECURITY REQUIREMENTS Position SensitivityBackground Investigation (in accordance with Department of Veterans Affairs 0710 Handbook, "Personnel Security Suitability Program," Appendix A) LowNational Agency Check with Written Inquiries (NACI) A NACI is conducted by OPM and covers a 5-year period. It consists of a review of records contained in the OPM Security Investigations Index (SII) and the DOD Defense Central Investigations Index (DCII), FBI name check, FBI fingerprint check, and written inquiries to previous employers and references listed on the application for employment. In VA it is used for Non-sensitive or Low Risk positions. ModerateModerate Background Investigation (MBI) A MBI is conducted by OPM and covers a 5-year period. It consists of a review of National Agency Check (NAC) records [OPM Security Investigations Index (SII), DOD Defense Central Investigations Index (DCII), FBI name check, and a FBI fingerprint check], a credit report covering a period of 5 years, written inquiries to previous employers and references listed on the application for employment; an interview with the subject, law enforcement check; and a verification of the educational degree. High Background Investigation (BI) A BI is conducted by OPM and covers a 10-year period. It consists of a review of National Agency Check (NAC) records [OPM Security Investigations Index (SII), DOD Defense Central Investigations Index (DCII), FBI name check, and a FBI fingerprint check report], a credit report covering a period of 10 years, written inquiries to previous employers and references listed on the application for employment; an interview with the subject, spouse, neighbors, supervisor, co-workers; court records, law enforcement check, and a verification of the educational degree. The Tasks identified below and the resulting Position Sensitivity and Background Investigation delineate the Background Investigation requirements by Contractor individual, based upon the tasks the particular Contractor individual will be working. The submitted Contractor Staff Roster must indicate the required Background Investigation Level for each individual, based upon the tasks the Contractor individual will be working, based upon their submitted proposal. 6.2.1MODERATE RISK DESIGNATION TASKS a)Position Sensitivity and Background Investigation - The position sensitivity and the level of background investigation commensurate with the required level of access for task(s) 5.1 and 5.2 within the Performance Work Statement is: 1Moderate/MBI 6.2.2 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS Contractor Responsibilities: a.The Contractor shall prescreen all personnel requiring access to the computer systems to ensure they maintain the appropriate Background Investigation, and are able to read, write, speak and understand the English language. b.The Contractor shall bear the expense of obtaining background investigations. c.Within 3 business days after award, the Contractor shall provide a roster of Contractor and Subcontractor employees to the COR to begin their background investigations. The roster shall contain the Contractor's Full Name, Full Social Security Number, Date of Birth, Place of Birth, and individual background investigation level requirement (based upon Section 6.2 Tasks). d.The Contractor should coordinate the location of the nearest VA fingerprinting office through the COR. Only electronic fingerprints are authorized. e.For a Low Risk designation the following forms are required to be completed: 1.OF-306 and 2. DVA Memorandum - Electronic Fingerprints. For Moderate or High Risk the following forms are required to be completed: 1. VA Form 0710 and 2. DVA Memorandum - Electronic Fingerprints. These should be submitted to the COR within 5 business days after award. f.The Contractor personnel will receive an email notification from the Security and Investigation Center (SIC), through the Electronics Questionnaire for Investigations Processes (e-QIP) identifying the website link that includes detailed instructions regarding completion of the investigation documents (SF85, SF85P, or SF 86). The Contractor personnel shall submit all required information related to their background investigations utilizing the Office of Personnel Management's (OPM) Electronic Questionnaire for Investigations Processing (e-QIP). g.The Contractor is to certify and release the e-QIP document, print and sign the signature pages, and send them to the COR for electronic submission to the SIC. These should be submitted to the COR within 3 business days of receipt of the e-QIP notification email. h.The Contractor shall be responsible for the actions of all personnel provided to work for VA under this contract. In the event that damages arise from work performed by Contractor provided personnel, under the auspices of this contract, the Contractor shall be responsible for all resources necessary to remedy the incident. i.A Contractor may be granted unescorted access to VA facilities and/or access to VA Information Technology resources (network and/or protected data) with a favorably adjudicated Special Agreement Check (SAC) or "Closed, No Issues" (SAC) finger print results, training delineated in VA Handbook 6500.6 (Appendix C, Section 9), and, the signed "Contractor Rules of Behavior." However, the Contractor will be responsible for the actions of the Contractor personnel they provide to perform work for VA. The investigative history for Contractor personnel working under this contract must be maintained in the database of r the Office of Personnel Management (OPM). j.The Contractor, when notified of an unfavorably adjudicated background investigation on a Contractor employee as determined by the Government, shall withdraw the employee from consideration in working under the contract. k.Failure to comply with the Contractor personnel security investigative requirements may result in termination of the contract for default. 6.3METHOD AND DISTRIBUTION OF DELIVERABLES The Contractor shall deliver documentation in electronic format, unless otherwise directed in Section B of the solicitation/contract. Acceptable electronic media include: MS Word 2000/2003/2007, MS Excel 2000/2003/2007, MS PowerPoint 2000/2003/2007, MS Project 2000/2003/2007, MS Access 2000/2003/2007, MS Visio 2000/2002/2003/2007, AutoCAD 2002/2004/2007/2010, and Adobe Postscript Data Format (PDF). 6.4 PERFORMANCE METRICS The table below defines the Performance Standards and Acceptable Performance Levels for Objectives associated with this effort. Performance ObjectivePerformance StandardAcceptable Performance Levels Effective CommunicationNo less than 3 contacts per week from Contractor100% of the time Call Center AvailabilityMaintain Call Center Availability 24/795% Availability, measured on a monthly basis Response to VA QueryResponses received within 2 business hours of request95% of the time measured on a monthly basis The Government will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the contract to ensure that the Contractor is performing the services required by this PWS in an acceptable manner. The Government reserves the right to alter or change the surveillance methods in the QASP at its own discretion. 6.5FACILITY/RESOURCE PROVISIONS The Government will provide office space, telephone service and system access when authorized contract staff work at a Government location as required in order to accomplish the Tasks associated with this PWS. All procedural guides, reference materials, and program documentation for the project and other Government applications will also be provided on an as-needed basis. The Contractor shall request other Government documentation deemed pertinent to the work accomplishment directly from the Government officials with whom the Contractor has contact. The Contractor shall consider the COR as the final source for needed Government documentation when the Contractor fails to secure the documents by other means. The Contractor is expected to use common knowledge and resourcefulness in securing all other reference materials, standard industry publications, and related materials that are pertinent to the work. VA will provide access to VA specific systems/network as required for execution of the task via a site-to-site VPN or other technology, including VA specific software such as Veterans Health Information System and Technology Architecture (VistA), ClearQuest, ProPath, Primavera, and Remedy, including appropriate seat management and user licenses. The Contractor shall utilize Government-provided software development and test accounts, document and requirements repositories, etc. as required for the development, storage, maintenance and delivery of products within the scope of this effort. The Contractor shall not transmit, store or otherwise maintain sensitive data or products in Contractor systems (or media) within the VA firewall IAW VA Handbook 6500.6 dated March 12, 2010. All VA sensitive information shall be protected at all times in accordance with local security field office System Security Plans (SSP's) and Authority to Operate (ATO)'s for all systems/LAN's accessed while performing the tasks detailed in this PWS. For detailed Security and Privacy Requirements refer to ADDENDUM A and ADDENDUM B. 6.6GOVERNMENT FURNISHED PROPERTY Government will provide Information required to perform VoIP data migration
 

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