PERFORMANCE WORK STATEMENT

Section C-1, General Information

**1.1 Scope of Work.** The Performing Activity (PA) shall provide all
personnel, equipment, tools, materials, supervision, and other items and
services necessary to perform the work and provide support as defined in
this Performance Work Statement (PWS) except as specified in Section
C-3, Government Furnished Property and Services, for Rock Island Arsenal
(RIA), Rock Island, Illinois. The PA shall perform to the standards in
this PWS. The estimated quantities of work are listed under Section C-5
and Technical Exhibit (TE) 2, Workload.

**1.1.1 PA Responsibilities.** The PA\'s work and responsibility shall
be comprised of, but not be limited to, planning, programming,
administration, and management necessary to assure all services,
functions and operations are conducted in accordance with the terms and
conditions of this PWS. The PA shall comply with all Federal, State and
local applicable laws, regulations, and any changes or revisions
thereto. The PA shall adhere to such laws and regulations including when
they are changed or revised during the performance of this PWS. The PA
shall ensure that all work meets or exceeds the specifications in this
PWS and all applicable regulations. The PA shall perform its own
administrative services necessary to accomplish the work, i.e., internal
payroll documents, internal administrative document handling.

**1.1.2 Summary of Functional Services to be Provided.** The following
major functional Information Technology areas are included in this PWS:
Automation, Telecommunications, Visual Information, and Printing and
Publications. The specific services to be provided for the execution of
this PWS are detailed by functional area and by general terms in Section
C-5 of this PWS. The PA is expected to provide all required services at
the acceptable level of performance as determined by TE-1, Performance
Requirements Summary (PRS).

**1.1.3 Background Information.** The following paragraphs cover the
background as it pertains to the history and mission of RIA. It is
imperative the PA fully understand where this installation has been and
the direction that it is heading.

**1.1.3.1 History.** RIA is a field operating activity under the command
jurisdiction of the

Commanding General, United States (U.S.) Army Operations Support Command
(OSC). RIA was established by an Act of Congress in 1862 at Rock Island,
Illinois, on an island in the Mississippi River. The installation
encompasses approximately 946 acres, and serves as Headquarters for OSC,
as well as various other tenant agencies.

**1.1.3.2 Mission.** The mission of RIA is to perform manufacturing and
its required direct support to include engineering, product assurance,
and Tool Set and Basic Issue Item fabrication. Other missions of RIA are
to provide administration, logistical, and facility support services,
including passenger travel and personal property services to OSC
Headquarters, tenant activities, and supported activities.

**1.1.4 Interfacing Requirements.** The PA's performance of the required
functions must enhance the overall mission success. The PA shall
interface with the Government and other contractors on a daily basis
within the scope of this PWS. The failure of another contractor is not
an excusable delay for non-performance of this PWS.

**1.1.5 Other Interfacing Support Contracts.** The PA shall maintain
cooperative and businesslike relations with other installation support
contractors with whom it comes in contact. Any difficulties or
disagreements with these contractors shall be brought to the attention
of the Contracting Officer (KO).

**1.2 PA Personnel.**

**1.2.1 General Manager.** The PA shall designate in writing a General
Manager who shall be physically present on site, except on legal public
holidays, for the PA\'s main shift, during normal duty hours Monday
through Friday. The General Manager shall act as the overall manager and
central point of contact (POC) with the Government for work performed
under this PWS. The PA shall designate in writing an alternate to act
for the General Manager when work is being performed at hours other than
normal duty hours, or during absences such as illness, vacation, etc.
Advance notice of such designations shall be furnished to the KO. The
General Manager or designated alternate need not be dedicated
exclusively to contract administration, but shall have full authority to
commit the PA to immediate action on matters pertaining to the
administration of this PWS. The General Manager and alternate shall be
able to understand, speak, read, and write the English language.

**1.2.2 Other Personnel.** The PA shall provide necessary personnel to
maintain performance standards and accomplish required services within
specified time frames. PA personnel shall be legal residents of the
United States. The Government reserves the right to request and review
documentation (e.g., certificates, training records, work records)
certifying the personnel filling positions. The Government reserves the
right to refuse to permit any PA

employee to perform services under this PWS. The PA shall establish and
enforce standards to ensure employee safety. IAW AR 380-67, *Personnel
Security Program* (dtd September 1998), all non-U.S. citizens must have
an approved waiver to access Automated Information System (AIS).

**1.2.3 Literacy of PA Employees.** All PA employees shall be literate
in the English language to the extent of being able to read and
understand all safety, health, and security regulations, and traffic
signs posted on RIA. English shall be used for all correspondence,
Contract Data Requirements Lists (CDRLs), and logs. In addition, each PA
employee shall be able to read and understand the following:

a.  Any necessary instructions concerning equipment to the extent that
    performance of assigned duties requires an employee to operate,
    maintain, repair, or in some way interact with the facilities and
    equipment

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b.  Any regulations, directives, or policies that a person must know in
    order to accomplish PWS required services

**1.2.4 Standards of Conduct.** The PA shall maintain satisfactory
standards of employee competency and conduct, and for taking
disciplinary actions against his employees as necessary. The PA shall
remove from the job site any PA employee found under the influence of
alcohol, illegal drugs, or any other incapacitating agent during the
tour of duty. The PA shall remove any employee whose conduct or
appearance debase or discredit RIA or the Department of the Army. The
Government reserves the right to require removal from the job site of
any PA employee who endangers persons or property, whose continued
employment is inconsistent with the interests of military security, or
whose presence deters the accomplishment of required services. In such
cases, the KO or Designated Representative (DR) will advise the PA of
the reason for requesting an employee\'s removal, or withdrawal of his
authorization to enter the installation. The Government's exercise of
its right to grant and revoke access by particular individual(s) to its
facilities will not constitute a breach or change to this PWS,
regardless of whether said individual(s) is employed by the PA, and
regardless of whether said individual(s) is thereby precluded from
performing work under this PWS.

**1.2.5 Appearance of Personnel.** Personnel in administrative areas and
personnel whose duties involve them in briefings and instructional
projects on and off the installation, must be clean, well groomed, and
wear appropriate attire. Other PA personnel shall wear appropriate
attire commensurate with their positions and safety requirements. PA
personnel shall wear an identification badge while performing their
daily duties. Badge procedures are noted in paragraph 1.5 of this
document. The Government has the final approval on requests for special
clothing needs and wearing of such. If the PA deems it necessary for
uniforms, the design and color of these uniforms shall be submitted to
the KO or DR for approval. The uniforms will be at the PA\'s expense.

**1.2.6 Off-Duty Government Personnel.** The PA shall not hire off-duty
Contracting Officer Representative (COR) or Quality Assurance Evaluator
(QAE) personnel, nor any other person whose employment under the PWS
would, or appear to, result in a conflict of interest. The PA is
cautioned that off-duty active military personnel hired under this PWS
may be subject to permanent change of station, change in duty hours, or
deployment. Military Reservists and National Guard members employed by
the PA may be called to active duty and their absence shall not
constitute an excuse for not performing the requirements of this PWS.

**1.2.7** **Fraud, Waste, and Abuse.** The PA shall maintain proper
conduct and good discipline with PA provided equipment, materials and in
the work areas. PA personnel shall be alert to suspected situations of
fraud, waste, and abuse against the Government that are observed during
the performance of this PWS. The PA shall take corrective action within
his area and immediately report these situations to the KO.

**1.2.8** **Smoking.** The PA shall comply with all DOD and local
regulatory requirements, which establish uniform policies governing
smoking in and around Government owned buildings at RIA.

**1.2.9** **Training.** The Government may periodically provide
in-service training to PA personnel on a space-available basis. The PA
shall submit a written request to the KO or DR in order to attend
Government sponsored training.

**1.2.10** **Medical Services.** Medical services for PA personnel are
the responsibility of the PA. Army medical activities will provide
emergency care, to the extent that medical services are available, to
any person while performing duties required by this PWS when necessary
to prevent undue suffering or loss of life for job related injuries.

**1.2.11** **PA Personnel Identification.** The PA shall furnish in
writing to the KO, not later than (NLT) 30 calendar days prior to start
of contract performance, a list of employees who will perform under this
PWS. The PA shall notify the KO, in writing, of any addition, deletion,
or change within 5 working days of such change. This list shall include
each employee\'s name, work assignment, certification, qualifications,
and experience.

**1.2.12** **Performance.** The PA shall meet performance standards
listed in this PWS and PRS, and shall not be relieved of any performance
requirements because of waiting ~~on~~ for supplies, materials, or
parts. The only deviation allowed will be for materials and parts deemed
by the COR to be long lead time or hard to procure items from commercial
sources. In such cases, the COR shall document the contract file and
shall notify the KO immediately where there is disagreement between the
PA and the COR.

The PA shall comply with the time schedule to perform the monthly,
quarterly, semi-annual, and annual requirements of this PWS. The PA
shall propose a time schedule to the KO for approval that identifies the
date for each requirement. This time schedule shall be provided NLT 30
days prior to the start of the contract performance date and annually
thereafter. The time requirement to update plans, regulations, reports,
and other deliverables shall be from the date the item was last
completed. The PA shall use the following time frame unless a specific
time is stated in the PWS:

Weekly - Once every 7 days

Monthly - Once every 30 days

Quarterly - Once every 3 months

Semi-Annually - Once every 6 months

Annually - Once every 12 months

Bi-Annually - Once every 2 years

**1.3 Quality Control.**

**1.3.1 Quality Control Program.** The PA shall establish and maintain a
Quality Control Plan (QCP) to ensure the requirements of this PWS are
provided as specified. This plan shall be turned in to the KO or DR NLT
60 days after contract award date. The KO or DR will notify the PA of
acceptance or required modifications to the plan before the contract
performance date. The PA shall make appropriate modifications (at no
additional costs to the Government) and obtain acceptance of the plan by
the KO or DR before the start of the first operational performance
period. The PA shall appoint a Quality Control representative that is
knowledgeable of the necessary requirements of this program. Updates to
the plan to assure compliance to the PWS requirements are the
responsibility of the PA as part of normal preventive and corrective
actions. The plan shall include, but not be limited to, the following:

-   Be structured to assure the individual responsible for Quality
    Control (QC) is independent from other parts of the PA\'s
    organization

-   Assure the individual responsible for QC is directly accountable to
    the PA\'s top management

-   Contain procedures for written and verbal communication with the
    Government regarding performance of the contract

-   Contain clear, measurable, and acceptable levels of performance

-   Contain procedures for preventing defects and deficiencies, early
    detection of problems, and handling corrective actions without
    dependence upon Government intervention

-   Contain equipment operator maintenance related QC measures

-   Contain surveillance procedures for each service to be monitored
    under this PWS. These procedures shall identify the list of items
    under surveillance, who will perform the surveillance, the frequency
    and method of surveillance, and procedures for correction of
    deficiencies.

-   Include a system to investigate and resolve customer complaints
    forwarded by the Government. The investigation results shall be
    documented and forwarded to the Government to include immediate
    corrective actions to prevent future complaints.

-   Provide a record of all PA QC checks and corrective actions. These
    files shall be maintained by the PA and shall be available upon
    request to the KO or DR during the performance period.

**1.4 Quality Assurance.** According to the Inspection of Services
clause, the Government will evaluate the PA's performance. The QAE will
follow the methods of surveillance and document surveillance
observations as specified in TE-1, PRS. When an observation indicates
defective performance, the QAE will require the General Manager or
designated on-site PA representative to initial the observation to
acknowledge the deficiency. The acknowledgement of the observation does
not necessarily constitute PA concurrence with the observation, only
that the PA has been made aware of the defective performance. Government
surveillance of tasks not listed in the PRS or by methods other than
listed in the PRS (such as provided for by the Inspection of Service
clause) may occur during the performance period of this contract. Such
surveillance will be done according to the Inspection of Services clause
as specified in Section E, Inspection and Acceptance, of this contract.
Any action taken by the KO as a result of surveillance will be according
to the terms of this solicitation.

**1.4.1 Performance Evaluation Meetings.** The General Manager may be
required to meet at least weekly with the QAE and the KO or DR during
the first month of the performance period. Meetings will be as often as
necessary thereafter as determined by the KO or DR. However, if the PA
requests, a meeting will be held whenever a Contract Discrepancy Report
(CDR) is issued. The written minutes of all performance evaluation
meetings will be prepared by the Government and shall be signed by the
General Manager, KO or DR, and QAE. Should the PA nonconcur with the
minutes, the PA shall so state any areas of nonconcurrence in writing to
the KO within 7 workdays of receipt of the signed minutes. The minutes
will be included in the contract file.

**1.4.2 Quality Assurance Evaluator (QAE).**

**1.4.2.1** The QAE(s) is/are a representative(s) of the KO and will
participate in the administration of this contract, except where
exemptions have been approved by the KO. Subsequent to the contract
award, the identity of the QAE with a brief resume of their duties and
authority will be furnished to the successful bidder.

**1.4.2.2** The QAE(s) will inform the PA of discrepancies and will
request corrective actions. The QAE(s) will make a notation of the
discrepancy on their surveillance checklist with the date and time the
discrepancy was noted and will request the General Manager or designated
on-site PA representative to initial the entry on the checklist.

**1.4.2.3** Any matter alleging a change to the scope, prices, terms, or
conditions of this

contract shall be referred to the KO and not to the QAE(s).

**1.4.2.4** The PWS required services performed by the PA are subject to
review by the KO during the performance periods.

**1.4.3** **Appointment of Contracting Officer\'s Representative
(COR).** The KO will designate individual(s) to act as the COR under any
resultant contract. Letter from the KO will designate such
representatives with an informational copy to the PA. The COR will
represent

the KO in the technical phases of the work, but will not be authorized
to change any of the terms and conditions of this PWS. The COR will act
in a liaison capacity to coordinate activities between the PA and RIA as
required in the performance of work under this PWS.

**1.5 Security.** A Facility Security Clearance is not required for
performance under this PWS unless specifically noted in Section C-5. The
PA shall comply with installation and other applicable security
requirements. Certain individuals performing specific duties may require
clearances or favorable background checks before being assigned these
duties. The PA\'s personnel and property shall be subject to search and
seizure at any time while at RIA. This includes entering, leaving, and
being present within the installation boundaries.

**1.5.1 Identification Badges.** The PA shall ensure that each PA
employee acquire a Government identification badge in accordance with
(IAW) RIA procedure. RIA, through the Security Management Office, will
furnish badges. PA personnel shall wear the badge conspicuously
displayed at all times while performing required services at RIA. Should
a badge be lost, damaged, or destroyed, it shall be replaced immediately
by the Government.

**1.5.2 Physical Security.** The PA shall safeguard all Government
property. At the close of each work period or shift, facilities and
equipment shall be secured IAW Army Regulation (AR) 190-51, *Security of
Unclassified Army Property* (dtd 30 September 1993) and AR 525-13,
*Antiterrorism Force Protection (AN/AP): Security of Personnel,
Information, and Critical Resources* (dtd 10 September 1998). The PA
shall verify authorization of persons requesting entry to PA controlled
work areas.

**1.5.3 Restricted Areas.** The PA shall comply with restricted area
procedures and instructions. PA personnel working in restricted areas
may be required to sign in and out, and state the nature of business at
the entrance point. Work in restricted areas after normal duty hours
shall be coordinated with the respective Restricted Area Security
Officer through the KO or DR (reference AR 190-13, *The Army Physical
Security Program* \[dtd September 1993\]).

**1.5.4 Government Office Areas.** Government and PA personnel will be
working in work areas simultaneously during normal working hours. The PA
shall cooperate with the personnel in the immediate area where any
service or maintenance work is being performed. Work performed after
normal duty hours shall be coordinated with the KO or DR, and the Law
Enforcement and Physical Security Office.

**1.5.5 Key Control.** The COR is responsible for issuing keys to the
PA. The PA shall establish a key control system IAW AR 190-11, *Physical
Security of Arms, Ammunition* *and Explosives* (dtd February 1998), and
AR 190-51, *Security of Unclassified Army Property* (dtd

30 September 1993), to ensure that none of the keys issued to PA
personnel are lost, misplaced, or used by unauthorized persons. The PA
shall not duplicate Government keys.

**1.5.6 Vehicle Security.** The PA shall ensure that all Government
furnished vehicles in the vehicle storage area are locked, secured,
windows closed, etc., whenever parked and left unattended, particularly
at the end of each duty day. The PA shall conduct a vehicle security
program to include instructions to all drivers. The PA shall ensure that
privately owned vehicles are parked in the appropriate designated areas,
unless otherwise approved by the COR (reference AR 190-51, *Security of
Unclassified Army Property* \[dtd 30 September 1993\]).

**1.5.7 Visitors and Inspectors.** The PA shall verbally notify the KO
or DR of all official visitors or inspectors prior to their being
granted access to Government facilities operated by the PA on the
installation. The KO or DR will inform the PA if access is to be
granted. After each visit or inspection, the PA shall report in writing
to the KO or DR giving the names of the visitors and the purpose of
their visit. All recommendations and required actions from Government
inspections will be documented by the inspecting agency and delivered to
the KO for resolution.

**1.5.8 Building Security.** All buildings will be locked between 1800
and 0530 daily. Each building will also be locked for the entire weekend
and Federal holidays. Exit from buildings at any time will be possible.
Entry to the buildings after duty hours will be by contacting the RIA
Police Department only. Government issued badges are required for entry.

**1.5.9 Access to Facilities and Equipment.** It shall be the PA\'s
responsibility, through the KO or DR, to obtain PA employee access to
buildings not under direct control of the PA, and arrange for the
buildings to be opened and closed.

**1.5.10 Reserved.**

**1.5.11 Removal of Government Furnished Equipment.** In no case,
without prior approval of the COR, will any Government furnished
equipment be removed from RIA facilities. The Government reserves the
right to request an inventory of Government provided equipment items.

**1.5.12 Restrictions Against Disclosure.** PA personnel shall comply
with security requirements with regard to disclosures of intelligence
and PA sensitive information. No such information shall be provided by
PA personnel to any outside agency without the prior approval of the
COR. The PA shall provide any media announcements to the RIA Public
Affairs Officer for review and approval prior to release to the media.

**1.5.13** **Lock Combinations.** The PA shall establish and implement
procedures to ensure lock combinations are not revealed to unauthorized
persons. The PA is not authorized to record lock combinations without
written approval from the KO or Security Manager. Authorized written
combinations to containers or rooms that store classified information
and material shall be marked and stored at the same classification level
as the information and material stored within the safe or room.

**1.6 Hours of Operation.** With the exception of work required to be
accomplished outside regularly scheduled hours, all work shall be
performed during normal working hours of 0600 to 1630 Central Time
Monday through Friday, excluding Federal holidays.

**1.6.1 Shifts.** The PA shall establish a main shift during normal duty
hours, in which a majority of its employees shall work.

**1.6.2 Work Performed During Other Than Normal Duty Hours.** Work,
other than emergency work and work which cannot be accomplished during
normal duty hours, shall be coordinated with the KO or DR at least 24
hours prior to the work\'s commencement. All overtime work shall be
included in the PA's total price.

**1.6.3 Legal Public Holidays.** Except as otherwise specified, routine
work shall not be

scheduled on holidays or holidays observed in lieu thereof. See FAR
clause 52.0000.4034 Section H, for a listing of Federal holidays to be
used for this contract. The basic workweek is Monday through Friday. If
a holiday falls on a Saturday, the preceding Friday is the holiday. If a
holiday falls on a Sunday, the following Monday is the holiday.

**1.6.4 Installation Closures.** When an unforeseen installation closure
occurs on a regularly scheduled day of work, the Government shall have
the following options:

**1.6.4.1** Reschedule the work so it is performed the following day
unless the following

day falls on a weekend. Routine work is not scheduled for Saturday or
Sunday.

**1.6.4.2** Reschedule the work on any day that is mutually
satisfactory.

**1.6.4.3** When mutually agreed, forgo the work and reduce payment to
the PA for the

work not performed.

**1.6.5 Strike Plan.** The PA shall submit a Strike Plan NLT 60 days
after contract award date. The PA shall have the ability to implement
this Strike Plan for all functions covered under a collective bargaining
agreement to include:

**1.6.5.1** How the PA shall immediately implement the Strike Plan as
soon as work stoppage occurs.

**1.6.5.2** How the work force shall be augmented.

**1.6.5.3** How problems causing the work stoppage shall be resolved.

**1.6.5.4** How urgent and critical functions shall be performed until
the work stoppage is

terminated.

**1.6.6** **Mobilization Requirements.** The PA shall prepare and submit
a mobilization plan NLT 60 days after contract award date. The plan
shall address how the PA shall meet an increase in workload in the event
of RIA mobilization. The PA shall implement the mobilization plan as
directed by the COR. Initial instructions from the COR may be given
orally. Written instructions will follow within 24 hours from the KO.
Changes to the mobilization plan shall be submitted to the KO not later
than 7 working days prior to the effective date of change.

The PA shall be prepared to change normal operating hours and normal
operating days, as well as operational shifts. The plan shall include
provisions to operate 7 days per week, 24 hours per day and be prepared
to expand their productivity by approximately 50% within 180 days of the
mobilization date.

The PA shall participate in mobilization exercises to the extent
required.

**1.6.7** **Work Backlog at Contract Start Date.** There is currently no
work backlog and none is forecasted. However, the PA shall complete all
backlog work requirements and work in progress at contract start date.

**1.6.8** **Contingency Requirements.** RIA must plan in advance how it
will meet mission requirements in the event of a national emergency or
natural disaster. RIA must be able to react to such events without undue
delay. Sudden or unusual events can result in a great impact upon the
PA\'s performance and contract requirements. The PA shall continue and
expand performance as necessary, as directed by the KO. In the event
that a national emergency or natural disaster occurs and results in an
increase in work directed by the KO and an increase in the cost of
performance, such increase shall be subject to the KO\'s approval.

The PA shall be prepared to support RIA for contingencies such as:
Chemical Incidents; Threatcons; Civil Disturbances; Local Mutual
Assistance; Natural Disasters; Demonstrations; Terrorism Acts; and
higher headquarters exercises.

The PA shall assume that the Government cannot provide any supplemental
forces and will continue to need the same or additional performance
under this PWS, which the PA will be required to meet.

**1.7 Conservation of Utilities.** The PA shall operate all shops,
buildings, structures, and areas included in the performance of this PWS
in an energy efficient manner to preclude waste of Government furnished
utilities and fuels. In the case of an energy emergency, the PA shall
comply with the direction of the KO.

**1.7.1 Compliance Requirements.** Compliance with the RIA Energy
Program

includes, but is not limited to:

**1.7.1.1** Training personnel to conserve energy by turning off
unneeded equipment and utilities.

**1.7.1.2** Use of lights only in areas where work is actually being
performed.

**1.7.1.3** Water faucets or valves shall be turned off after required
usage has been

accomplished.

**1.7.1.4** Complying with water bans imposed by local, State, or
Federal agencies.

**1.7.1.5** All engines in vehicles parked for more than 2 minutes shall
be shut off.

**1.7.2 Inspection Requirements.** The RIA Energy Conservation
Coordinator may inspect, without advance notice to the PA, any of the
facilities operated by the PA.

**1.8 Records.** The PA shall maintain complete and accurate files of
documentation, records, and reports required under the terms of this
PWS. The PA shall not allow access to the files by any Government
agency, non-Government agency, or individual unless specifically
authorized by the KO. Files shall be made available to the KO upon
request. All files will become the property of the Government and shall
be turned over to the KO at the completion or termination of this
contract.

**1.8.1 Contract Data Requirements.** Contract Data Requirements shall
be a basis for evaluating PA performance in specific services required
in the contract. The PA shall develop and maintain a data system, which
will provide accurate and complete data for reports. This system shall
be subject to approval by the KO or DR. Reports and feeder data, which
the PA shall submit, are delineated in TE-7, CDRLs. Reports include both
those in final form and feeder data for inclusion in reports. Logs and
records are not considered to be reports, but data extracted from them
for submission to the Government may be considered to be a report.
Formats for these reports shall be approved by the KO or DR prior to
use. When a report is scheduled on a Federal holiday, the report will
become due on the next working day following the holiday. Contract Data
Requirements shall be accurate, legible, complete, timely, and
distributed IAW TE-7.

**1.8.1.1 Logs and Records.** The PA shall maintain complete, current,
legible, and accurate records of CDRL deliverables. These logs shall
record tasks performed and significant events in chronological order.
Logs and records shall be made available at any time for inspection
and/or reproduction upon request of the COR or QAE. Unless otherwise
specified, logs and records shall be maintained for the life of the
contract. Upon completion of the contract, they shall be turned over to
the Government.

**1.8.1.2 Additional Reporting Requirements.** In addition to the
reports set forth in the

CDRL, the PA shall notify the Government of:

**1.8.1.2.1** Any circumstances of needed repair of the facilities, or
unusual soiling of an area

which may affect PA performance, create unhealthful, hazardous
conditions, or any delays or interference of work by Government
employees. Such report(s) shall be made immediately by the PA to the KO
or DR.

**1.8.1.2.2** All personal articles found by the PA or its employees
shall be turned into the

Law Enforcement and Physical Security Office.

**1.8.1.2.3** Circumstances that would affect the PA\'s performance of
work required under this PWS.

**1.8.1.2.4** All suspicious activities and conditions conducive to
crime shall be reported

immediately to the Directorate of Law Enforcement and Physical Security.

**1.8.1.3 Final Disposition of Records, Reports, Charts, Logs, and
Maps.** All reports, charts, logs, and maps shall become the property of
the Government upon completion or termination of the contract and shall
be available for inspection by the Government upon request at any time
during the performance period. Any Government publications provided to
the PA during its performance under this contract shall be returned to
the Government. Manufacturer\'s brochures and warranty materials
obtained by the PA, incidental to the performance of the PWS, shall be
turned over to the Government upon completion or termination of the
contract. Records relating to the normal accomplishment of a task, or a
mission, are required to be filed by the respective contract paragraph
number in chronological order. Disposition of all records shall be the
responsibility of the Government.

**1.8.2 Agreements.** The PA shall honor the terms of any existing and
subsequent Memorandums of Understanding, Interservice Support
Agreements, and Mutual Aid Agreements. Copies of these agreements will
be available for review in the bidder\'s library.

**1.9 Environmental Protection.** In case of an environmental emergency,
the PA shall comply with the direction of the KO.

**1.9.1** **Regulations and Laws.** The PA shall comply with all
Federal, State, and local laws, regulations, and standards regarding the
Environmental Protection and Enhancement Program. All environmental
protection matters shall be coordinated with the KO or DR. The
Environmental Coordinator\'s Office will review questions on
environmental compliance and provide guidance as needed. In case of an
environmental event or disaster, the PA shall comply with the
Government\'s emergency services plan provided to the PA by the COR.

**1.9.2** **Compliance Requirements.** The KO or DR, the RIA
Environmental Coordinator, or other Regulatory Officials may inspect PA
operated facilities without advance notice to the PA. Access for
inspection by authorized personnel shall be granted upon request.

**1.9.3 Citations.** Citations for non-compliance with environmental
standards on Government facilities operated by the PA are a matter for
resolution through the Environmental Coordinator\'s Office and between
the PA, RIA Commander, and the Environmental Protection Agency (EPA) or
State of Illinois Regulatory Authorities.

**1.10 Government Observations.** Government personnel, other than the
Contracting Officers and PA, may from time-to-time, with the KO's and
PA's coordination, observe PA operations.

**1.11 Safety Requirements.** The PA shall comply with stated safety
requirements outlined in this PWS Safety requirements include such areas
as vehicle operation, fire prevention, and safety and health programs.

**1.11.1 Vehicle Operations.** The PA shall comply with vehicle
requirements outlined in this PWS, such as proper identification,
insurance requirements, and parking.

**1.11.1.1** **Identification of PA Vehicles.** PA-owned motor vehicles
shall at all times

display valid state of registry license plates and be maintained in a
safe operating condition. All PA-owned vehicles shall conspicuously
display the PA\'s company name or logo on both sides of the vehicle. Any
PA-owned motor vehicles used for transporting Government property shall
be properly equipped and designed to ensure protection of the property.

**1.11.1.2** **Privately Owned Vehicles.** In order to operate privately
owned vehicles on RIA property, vehicle owners shall be required to
carry insurance IAW the laws of the State of Illinois.

**1.11.1.3** **Vehicle Parking.** The PA shall comply with all local
regulations concerning vehicle parking.

**1.11.2 Fire Prevention.** The PA shall comply with all codes,
regulations, memorandums, circulars, Department of the Army (DA)
Pamphlets, directives, and training manuals pertaining to maintenance,
service, installation, and repair of equipment concerning the fire
protection and fire prevention services on RIA. The codes, regulations,
memorandums, circulars, DA Pamphlets, directives, and training manuals
include, but are not limited to the following: National Fire Protection
Association Codes; AR 420-90, *Fire and Emergency Services* (dtd
September 1997); RIA Regulation 420-2, *RIA Program for Fire and
Emergency Services* (dtd June 1999); Uniform Building Code, DOD
4270.1-M, *Policy Guidelines for Installation Planning Design,
Construction and Upkeep* (dtd September 1987); and any changes,
revisions, or new publications issued during the life of the contract.

**1.11.2.1 Fire Prevention Program.** The PA shall comply with the RIA
Fire Prevention

Program for Government furnished facilities occupied by PA personnel IAW
RIA Regulation 420-2*, RIA Program for Fire and Emergency Services* (dtd
16 June 1999). This includes complying with the responsibilities listed
for Office Chiefs, Major Organizations, and each Building Manager and
Area Fire Marshal.

**1.11.2.2 Fire Safety.** The PA shall familiarize PA employees with the
method of initiating a fire alarm. The PA and its employees shall be
cognizant of, and shall observe, all requirements for the handling and
storage of combustible supplies and materials, and the daily disposal of
combustible waste, trash, etc. (Reference: RIA Regulation 420-2*, RIA
Program for Fire and Emergency Services* \[dtd 16 June 1999\]).

**1.11.2.3 Approvals.** The PA shall obtain flame permits from the RIA
Fire and Emergency

Services Division prior to using any open flame devices or heat
producing equipment such as portable furnaces, tar kettles, gas and
electric welding and cutting equipment, gasoline torches, etc.
(Reference: RIA Regulation 420-2, *RIA Program for Fire and Emergency
Services* \[dtd

16 June 1999\]).

**1.11.3 Housekeeping.** The PA shall maintain all shops, buildings,
structures, and areas used during the performance of this PWS in a
clean, orderly, and sanitary condition. The premises shall be kept free
of accumulated waste material and rubbish resulting from work.
Combustibles shall be removed daily and the premises kept clean.

**1.11.3.1** Management and administrative areas occupied by the PA, and
being

serviced by the Government\'s custodial service provider, will receive
only the level of support currently authorized in that contract. In no
event will the PA direct the custodial service provider to perform
services other than those services required by the custodial contract.
The KO shall be notified of any problems in this area.

**1.11.4** **Safety and Health.**

**1.11.4.1 Safety and Health Program.**

**1.11.4.1.1** The PA shall establish a safety and health program IAW 29
Code of Federal Regulations (CFR), *Labor,* Parts 1910 and 1926, dated
July 1999. In addition, all safety regulations, and supplements thereto,
listed in this PWS as mandatory or advisory shall be adhered to. The PA
shall appoint a qualified Safety Representative.

**1.11.4.1.2** If citations are issued to the PA due to noncompliance
with any Occupational Safety and Health Administration (OSHA) Standard,
the PA shall prepare and coordinate resolution with the KO.

**1.11.4.1.3** The PA\'s safety and health program shall include a
safety and health plan showing

methods and procedures for ensuring compliance with requirements in
Paragraph 1.11.4.1 of this document. This plan shall be submitted for
approval NLT 60 days after contract award date.

**1.11.4.2 Failure to Comply.** If the PA fails or refuses to comply
with its Government

approved safety plan, or performs work in a manner which creates a
safety or health hazard to Government or PA employees, the KO may issue
an order stopping all, or part, of the work until satisfactory
corrective action has been taken. No part of the lost time due to any
such stop work order shall be made the subject of a claim for extension
of time, excess costs, or damages to the PA.

**1.11.4.3 Working Environment.** The PA shall furnish each of its
employees with a place

of employment which is free from recognized hazards that cause, or are
likely to cause, death or serious physical harm. Each employee shall
comply with OSHA standards, rules, regulations, and orders which are
applicable to his own actions and conduct, along with applicable U.S.
Army Regulations.

**1.11.4.4 Protective Equipment.** The PA shall provide employees with
the appropriate

personal protective equipment and the training in its use and care, as
prescribed in the applicable OSHA Standard for such equipment.
Respiratory equipment used by PA employees shall be approved by the
National Institute of Occupational Safety and Health. Areas which
require the wearing of personal protective equipment and/or clothing
shall be identified to employees during training and by the use of
adequate signs. The PA\'s plan shall include procedures to be
implemented for the cleaning, sterilizing, and storing of personal
protective equipment.

**1.11.4.5 Medical Coverage.** The PA shall maintain medical
surveillance records on personnel occupationally exposed to chemicals
and processes. The PA shall further ensure that such personnel undergo
physical examinations to the extent, and frequency, prescribed in DOD
6055.5-M, *Occupational Health Surveillance Manual* (dtd July 1982).
Examples of chemicals and processes include, but are not limited to:
ionizing radiation, laser, microwave, ultraviolet, infrared or intense
visible light, noise continuous at 85 decibels (A-weighted) or greater,
impact or impulse at 140 decibels or greater, pesticides, and
carcinogens.

**1.11.4.6 Hearing Protection.** The PA shall provide baseline
audiograms for all employees subjected to levels of sound pressure in
excess of 85 decibels. An audiometric hearing technician shall give
baseline audiograms. Audiograms shall be performed, utilizing an
approved booth and proper equipment, following a quiet period for the
employee examined. Noise controls shall be implemented utilizing
suitable engineering methods. The PA shall provide proper hearing
protection along with training on its use. Audiograms will be referred
to a qualified physician for evaluation. In the instance of a
significant threshold shift, the individual shall be notified and
referred to a physician at the PA\'s expense. The PA will ensure that PA
employees wear suitable personal protective clothing and equipment.

**1.11.4.7 Unhealthful Conditions.** The PA shall identify to the KO or
DR any unsafe or unhealthy conditions which could be detrimental to the
health of employees. The KO or DR will determine what corrective
actions, if any, are necessary to correct the conditions.

**1.11.4.8 Safety Orientation.** Upon starting work, the PA shall give
each new employee a

safety orientation concerning the hazards and precautions of the job
assigned. The PA shall make employees aware of all existing hazards, and
any new hazards shall require a continuous training program.
Electricians, electronic technicians, and mechanics shall receive
training in Cardiopulmonary Resuscitation and First Aid equivalent to
that specified in Army Materiel Command (AMC) Regulation 385-100,
*Safety Manual* (dtd September 1995). This training is the
responsibility of the PA.

**1.11.4.9 Reporting.** The PA shall telephonically report to the KO or
DR and Chief, Safety Office, within the time limits outlined in the
PA\'s Safety Plan, any bodily injury, death, damage to Government
property, and accidental loss of Government property resulting from the
activities of the PA, its agents, or employees. A written accident
report shall be forwarded through the KO to the Chief, Safety Office,
within 2 working days after the date of the accident. All injury records
required by OSHA shall be maintained using OSHA Form 200 (Reference: AR
385-40, *Accident Reporting and Records* \[dtd 1 November 1994\]).

**1.11.4.10 Safety and Health Surveys.** The PA shall perform a safety
and

health survey to detect and correct safety and health hazards at least
annually. A copy of the findings and corrective actions taken or
proposed shall be furnished to the KO or DR IAW the appropriate CDRL.

**1.11.4.11 Safety Meeting.** The PA shall hold safety meetings as
necessary to ensure that all PA personnel are aware of safety policies,
health problems, and accidents.

**1.11.4.12 Chemicals.** When a substance is determined to be hazardous,
according to

29 CFR, *Labor,* Part 1910.1000, dated July 1999, the PA shall provide
appropriate medical surveillance IAW regulations set forth by OSHA,
American National Standards Institute (ANSI), DA, and AMC. When a
flammable or toxic substance must be used, the employee shall be
informed of the hazard and instructed in safety precautions. When
engineering and management controls are not feasible, protective
clothing and equipment shall control the hazard presented by the
substance (Reference: AR 40-5, *Preventive Medicine* \[dtd 15 October
1990\], and AR 385-10, *The Army Safety Program* \[dtd May 1988\]).

**1.11.4.13 New Equipment/Material.** Prior to purchasing or installing
new machinery or any new product, or modifying a previously approved
operational process, the PA shall ensure that the equipment, machinery,
changes, or products incorporate all requirements necessary to protect
employees who may be affected by them. In addition, all changes must
incorporate requirements necessary to protect the environment against
potential hazards and meet the requirements of OSHA Standards and U.S.
Army Regulations.

**1.11.4.14 Signs.** The PA shall ensure all signs, traffic markings,
equipment, and machinery

are marked, or painted, to identify hazards IAW 29 CFR, *Labor,* Parts
1910 and 1926, dated July 1999.

**1.11.4.15 Guards.** The PA shall ensure that all operating equipment
and tools have guards

which conform with the provisions of OSHA Standards and AMC Regulation
385-100, *Safety Manual* (dtd September 1995). An inspection and
maintenance schedule shall be initiated to ensure prompt correction, or
repair, of all violations as specified in AR 385-10, *The Army Safety
Program* (dtd May 1988), plus any AMC and/or OSC supplements thereto. In
the event

correction of violations cannot be accomplished within 30 calendar days,
abatement program procedures as required by AR 385-10, *The Army Safety
Program* (dtd May 1988), shall be initiated.

**1.11.4.16 Hazards.** In accomplishing some of the work involved in
this PWS, PA

personnel may be exposed to hazardous materials or conditions during the
performance period. These hazardous materials or conditions include, but
are not limited to, the following:

Dust Asbestos Metal Chips

Sewage Acids Radiation

Waste Water High Voltage High Intensity Light

Chemicals Gases (Industrial) Confined Spaces

X-Rays Polychlorinated Biphenyl Metal Dust

Flammable Liquids High Elevations Combustible Materials High Intensity
Noise

Work with these materials or hazards will be coordinated with the COR or
area occupants to ensure isolation of areas and cleanup of facilities as
appropriate, so hazardous exposure of personnel or contamination of
facilities does not occur.

**1.11.4.17 Disclosure of Carcinogenic Substances.** Based on current
Government awareness, the following are the only known or suspected
carcinogens potentially involved in this scope of work:

PCBs Etchant Waste

Chemical Lab Compounds Nickel & Nickel Compounds

Plating Wastes Cadmium & Cadmium Compounds

Solvents Formaldehyde

Asbestos Laboratory Reagents

Acid Compounds Rubber Compounding Materials Pesticides

**1.11.4.18 Handling of Hazardous or Toxic Substances.**

**1.11.4.18.1 Dielectric Liquids.** Dielectric liquids in electrical
devices may contain PCBs. The U.S. EPA classifies PCBs as toxic and
regulates their use. Some items have label designators, such as Askarel
and Pyranol, indicating the liquid contents have high proportions of
PCBs. Consequently, no analysis is necessary. The device is classified
automatically as a PCB item. The RIA Environmental Coordinator\'s Office
maintains a listing of PCB names. Transformers that are not labeled or
have not been tested may contain varying amounts of PCBs which must be
determined by an EPA approved analysis. Analysis must be coordinated
through the RIA Environmental Coordinator\'s Office. Only authorized
personnel may service devices which contain dielectric liquid.

**1.11.4.18.2 U.S. EPA.** The EPA regulates fluids containing PCBs as
follows:

a.  Less than 2 parts per million (ppm) is not regulated.

b.  More than 2 ppm, but less than 50 ppm, requires special
    incineration.

c.  \"PCB oil,\" less than 50 ppm turned in to Defense Reutilization and
    Marketing Office (DRMO) for disposal. Equal to or greater than 50
    ppm, but less than 500 ppm, the oil and the item are treated as PCB
    contaminated.

d.  Equal to or greater than 500 ppm, the oil is regulated as a PCB
    material. Conformance with these procedures is required at all
    times. The PA shall also comply with current regulations issued by
    the EPA and State of Illinois for the handling of PCBs. All
    instances of a PCB spill or leak shall be reported to the COR within
    30 minutes.

**1.11.4.18.3 Handling PCBs.** Additional requirements for handling PCBs
appear in the

following publications. However, these publications are not limited to
handling PCBs.

a.  Refer to American Society of Testing & Materials (ASTM) D-923
    (Sampling Industrial Liquids) for methods of obtaining liquid
    samples.

b.  Refer to ASTM D-877 (Dielectric Voltage Tests) for acceptable
    voltage breakdown values during tests of dielectric liquid to
    determine its insulating ability.

c.  Refer to ASTM D-1534-95 (Liquid Acidity Tests) to determine
    oxidation of the liquid.

d.  Refer to ASTM D-1524-94 (Liquid Color Tests) to determine
    contamination of the liquid.

**1.11.5 Emergency Services.** Emergency work may be required during or
after normal duty hours. The PA shall have qualified personnel available
or on call 24 hours per day, 7 days per week, to perform emergency work.
During duty hours, the PA shall initiate corrective action for emergency
work immediately upon being notified and at no additional cost to the
Government.

**1.11.6 Safety, Security, Environmental Inspections, and
Investigations.** The Government reserves the right to conduct announced
or unannounced security, safety, and environmental inspections at any
time on equipment and facilities used in support of this contract. The
PA shall comply with all applicable regulations and their supplements in
order to provide proper security and safety controls. The PA shall
cooperate with Government officials in the conduct of all
investigations.

**1.12 Transition Period.** The transition period shall start not
earlier than 90 days prior to the contract start date. The PA shall
establish a transition plan NLT 60 days after the contract award date.
This plan shall address the transition from an in-house operation to a
PA operation.

**1.12.1 Transition Change Period.** To ensure a smooth transition in
the change of work effort from current in-house to PA, the PA shall
begin the orientation as required by the solicitation. The purpose of
this orientation period is to:

**1.12.1.1** Observe work accomplished by in-house Government employees

**1.12.1.2** Become thoroughly familiar with work requirements and work
procedures

**1.12.1.3** Complete personnel staffing requirements including the
hiring of personnel

to assure satisfactory performance beginning on the contract start date.
Soliciting Government personnel for employment during their duty hours
is prohibited, unless interview arrangements are made through the
Contracting Officer and personnel offices at RIA

**1.12.1.4** Obtain background investigations, if required

**1.12.1.5** Complete training requirements and accomplish necessary
training of PA

employees

**1.12.1.6** Complete the development of necessary work plans and
procedures

**1.12.1.7** Complete the development of QC plans and procedures as
necessary

**1.12.2** The PA shall include this orientation period in the phase-in
schedule presented to the Government.

**1.12.3** The PA will be allowed access to the facilities to
familiarize supervisors, key personnel and staff with equipment,
reporting, work scheduling, and procedures, and perform a joint
inventory. However, such access shall not interfere with the performance
of work by current Government personnel. To preclude such interference,
arrangements for access to the Government facilities shall be made with
the KO. Access will be limited to the following:

**1.12.3.1** PA supervisor and clerical personnel

**1.12.3.2** PA equivalent of a Government supply clerk

**1.12.3.3** PA foreman level personnel will be permitted access to
observe operations, work

flow, priorities, scheduling, equipment handling, storage, parts,
safety, security, etc.

**1.13 Phase Out.**

**1.13.1** If there is a change in PA or if the operation reverts to
in-house, the incumbent PA shall provide familiarization, as described
in paragraph 1.12 of this document, to the Government or the follow-on
PA, whichever the case may be. During the phase-out familiarization
period, the incumbent shall be fully responsible for operation of all
functions.

**1.13.1.1** The incumbent PA and a Government Representative shall
perform a joint

inventory of Government Furnished Equipment NLT 60 calendar days prior
to the completion of the contract period. During the phase out period
(end of contract), the PA shall return a like inventory of Government
Furnished Materials to the Government in the quantities originally
furnished. The Government will verify this inventory NLT 10 calendar
days prior to completion of the contract period. The PA shall comply
with the requirements stated in Federal Acquisition Regulation (FAR)
45.5.

**1.13.1.2** The Government reserves the right to conduct site visits in
all PA-operated

facilities in conjunction with the solicitation of offers for the
follow-on contract. In the event the follow-on contract is awarded to
other than the incumbent, the incumbent PA shall cooperate to the extent
required to permit an orderly changeover to the successful PA. With
regard to the successor PA's access to incumbent employees, a
recruitment notice may be placed in each facility.

**1.14 Contract Administration.** Contract Administration is retained by
the Contracting Officer, HQ OSC, Rock Island Arsenal, Rock Island,
Illinois 61299-6000.

### 

### **Section C-2, Acronyms/Definitions**

# 

# ACRONYMS

ACERT Army Computer Emergency Response Team

ACF2 Access Control Facility 2

ADAS Automated Directory and Answering System

ADN Area Distribution Node

ADP Automatic Data Processing

ADPE Automatic Data Processing Equipment

ADS Automated Data Systems

ADSM Automated Data System Manual

AIS Automated Information System

AMC Army Materiel Command

##### AMDF Army Master Data File

ANSI American National Standards Institute

ANSOC Army Network Systems Operations Center

APOG Application Owners Guide

AQL Acceptable Quality Level

AR Army Regulation

ARDEC Armament Research, Development, and Engineering Center

ARMOSH Army Occupational Safety and Health Program

ASCII American Standard Code for Information Interchange

ASTM American Society of Testing and Materials

ATM Asynchronous Transfer Mode

BOA Basic Ordering Agreement

BPA Blanket Purchase Agreement

C2P Command and Control Protect

CBT Computer Based Training

CCSS Commodity Command Standard System

CD Compact Disk

CDR Contract Discrepancy Report

CDRL Contract Data Requirements List

CD-ROM Compact Disk-Read Only Memory

CFR Code of Federal Regulations

CICS Customer Information Control System

CLIN Contract Line Item Number

COMSEC Communications Security

CONUS Continental United States

COOP Continuity of Operations Plan

COR Contracting Officer's Representative

CORPEST Corporate Estimating System

COTS Commercial Off-the-Shelf

CPU Central Processing Unit

CRCS Conference Reservation and Control System

DA Department of the Army

DB Data Base

DBMS Data Base Management System

DBOF Defense Business Operations Fund

DC Direct Current

DCE Data Communications Equipment

DCSS Digital Conferencing and Switching Systems

DISA Defense Information Systems Agency

DISN Defense Information Switched Network

DOD Department of Defense

DODAAC Department of Defense Activity Address Code

DPA Data Processing Activity

DPAS Defense Property Accountability System

DR Designated Representative

DRMO Defense Reutilization and Marketing Office

dtd dated

DTV Desktop Video

EAID Equipment Authorization Inventory Data

ECP-S Engineering Change Proposal -- Software

EIA Electronics Industry Alliance

E-mail Electronic Mail

EPA Environmental Protection Agency

ERD Entity Relationship Diagram

EXORDER Expenditure Order

FACS Facilities Assignment and Control System

FAR Federal Acquisition Regulation

FAX Facsimile Transmission

FDR Fast Dump Restore

FEDLOG Federal Logistics Record

FPS Forms Printing System

FTP File Transfer Protocol

FTS Federal Telecommunications System

FY Fiscal Year

GB Gigabyte

GFE Government Furnished Equipment

GFM Government Furnished Material

GFS Government Furnished Software

GIN Governmental-In-Nature

GR Government Representative

HDSS Help Desk Service System

HEAT Helpdesk Expert Automation Tool

hr hour

hrs hours

HTML Hyper Text Markup Language

HW Hardware

IAW in accordance with

IDEF Integrated Definition for Function

IEEE Institute of Electrical and Electronics Engineers

IHS Information Handling Services

IOC Industrial Operations Command

IP Internet Protocol

IPTV Internet Protocol Television

ISDN Integrated Services Digital Network

ISS Information Systems Security

ISSO Information Systems Security Officer

ISVS International Switched Voice Service

ITU International Telecommunications Union

ITU-T International Telecommunications Union -- Telecommunications

> Standardization Sector

JAD Joint Application Development

JHCS Joint Hazardous Classification System

JOPCN Job Order Product Control Number

Kb kilobits

KO Contracting Officer

LAN Local Area Network

LCD Liquid Crystal Display

LSR Local Service Request

M-F Monday through Friday

Mb Megabit

MCU Multi-Point Control Unit

MHz Megahertz

MIL PRF Military Performance Specification

MIL SPEC Military Specification

MIL STD Military Standard

min minute(s)

MMHE Mechanized Material Handling Equipment

NAC National Agency Check

NACI National Agency Check with Written Inquiries

NEC National Electrical Code

NID Network Intrusion Detection

NLT Not Later Than

NMR Non-conforming Material Reporting

NOS Network Operating System

NRC Nuclear Regulatory Commission

NSN National Stock Number

NSNMDR National Stock Number Master Data Record (Army)

NTIA National Telecommunications and Information Administration

OCONUS Outside the Continental United States

OM Operation Manual

OSHA Occupational Safety and Health Administration

PA Performing Activity

PC Personal Computer

PCB Polychlorinated Biphenyl

PC-LAN Personal Computer-Local Area Network

PCN Product Control Number

PCO Procuring Contracting Officer

PCS Permanent Change of Station

PDF Portable Document File

PERSACTS Personnel Actions (part of a larger suite of software)

POC Point of Contact

ppm parts per million

PRON Procurement Request Order Number

PRS Performance Requirements Summary

PWS Performance Work Statement

QAE Quality Assurance Evaluator

QASP Quality Assurance Surveillance Plan

QCP Quality Control Plan

QCM Quality Control Manager

R-CERT Regional Computer Emergency Response Team

RF Radio Frequency

RIA Rock Island Arsenal

SABL Standard Automated Bidders List

SEC Software Engineering Center

SIA System Identifier Acronym

SIC System Identifier Code

SOP Standard Operating Procedures

SPX Sequenced Packet Exchange

SSBI Single Scope Background Investigation

SW Software

TACOM-RI Tank Automotive and Armaments Command -- Rock Island

TB Terabyte

TCP Transmission Control Protocol

TE Technical Exhibit

Telecom Telecommunications

TIA Telecommunications Industry Association

TM Technical Manual

TSACS Terminal Server Access Controller System (Army)

U.S. United States

USAPA U.S. Army Publishing Agency

U.S.C. United States Code

User-id User identification

VB Visual Basic

VCO Vehicle Control Officer

VENUS Video Enhanced Network Users System

VI Visual information

VIP Video Input Processing

VPF Vector Product Format

WAN Wide Area Network

WGM Work Group Manager

# DEFINITIONS

# 

**ACCEPTANCE** -- An acknowledgement by an authorized U.S. Government
representative that the supplies or services conform with applicable
contract quantity and quality requirements. Acceptance of supplies or
services is the contracting officer's responsibility, which may be
delegated to another official. Acceptance is usually evidenced by an
acceptance certificate on an inspection or receiving report. The
preferred method of transmission of acceptance reports is via electronic
means. Acceptance reports need two dates, the date of delivery and the
date of acceptance. The acceptance date is one of the factors used to
establish a payment due date.

**ACCIDENT** -- An unplanned event or series of events resulting in
death, injury, occupational illness, or damage to or loss of equipment
or property, or damage to the environment. (Within the context of this
section, accident is synonymous with mishap.)

**ACCOUNTABLE OFFICER** -- An individual required to maintain accounting
records for property or funds, whether public or in some degree thereof.
The accountable officer may or may not have physical possession of the
property or funds.

**ACTIVITY** -- A military unit, organization, or installation
performing an assigned function or mission.

**ADMINISTRATIVE APPROVAL** -- An approval officer's signature on a
payment voucher to indicate the voucher is correct. Or, a statement by
an approval officer that indicates the proposed payment is approved. The
approval officer must sign and date the statement.

**ADMINISTRATIVE CONTROL** -- Any procedure that significantly limits
exposure by control or manipulation of the work schedule or manner in
which work is performed.

**ADMINISTRATIVE LIMITATION** -- Limitation in the funding regulation to
control obligation or expenditure of funds. Offices or agencies
establishing other limitations on obligations and expenditures will
monitor and enforce them, but not under the anti-deficiency statutes.

**ADMINISTRATIVE OFFSET** -- Withholding of money payable by the U.S.
Government to satisfy a debt owed the U.S. Government. Administrative
offset may include offset from salary when a specific statute so
authorizes.

**ADMINISTRATIVE SUBDIVISION OF FUNDS** -- Any subdivision of an
appropriation that makes funds available in a specified amount for
incurring obligations or that can be further subdivided to make funds
available in specified amounts for incurring obligations.

**AGENCY** -- A U.S. Government entity defined by 5 U.S.C. 551(1). It
includes exchanges, commissaries, and any other organization that is
operated exclusively as an instrumentality of an agency to administer
one or more agency programs or which is identified for this purpose by
the head of the agency.

**ALLOCATION** -- An authorization by the Department of the Army making
funds available in prescribed amounts to an operating agency for
sub-allocation or allotment.

**ALTERNATE STANDARD** -- A standard developed in place of an existing
regulatory standard. An alternate standard must provide equal or greater
protection to exposed personnel than the prescribed standard and can be
approved only by the agency that promulgated the standard.

**APPLICABLE INTEREST RATE** -- The interest rate which the Secretary of
the U.S. Treasury announces semiannually under Section 12 of the
Contract Disputes Act of 1978 (41 U.S.C. 611). This interest rate is
used to figure the amount of interest to pay a vendor on a late payment.
It is published in the Federal Register and when Defense Finance and
Accounting Service announces the amount by a message to all Finance and
Accounting Offices/Defense Accounting Offices.

**APPORTIONMENT** -- A determination by the Office of Management and
Budget specifying the amount of obligations allowed during a given
period under an appropriation, contract authorization, other statutory
authorizations, or a combination of these per 31 U.S.C. 1512.

**APPROPRIATION** -- An authorization by an Act of the U.S. Congress to
incur obligations for specified purposes and to make disbursements for
them from the U.S. Treasury. This includes authorizations to create
obligations in advance of appropriations or other fund authority.

**APPROPRIATION WARRANT** -- An official U.S. Treasury document that
provides the dollar amounts established in the general and detailed
appropriation accounts of the U.S. Treasury pursuant to Appropriation
Acts authorized by law. It serves as a convenient source document for
entries into accounts that establish the amount of money authorized to
be withdrawn from the U.S. Treasury.

**APPROVED OPERATING BUDGET** -- The approved financial funding level
for a major activity director or activity, normally on an annual basis.

**AREA OF RESPONSIBILITY** -- A specifically defined geographic area
where one military installation has been designated the responsibility
for acquisition of transportation, storage, and related services.

**ARMAMENT AND CHEMICAL ACQUISITION AND LOGISTICS ACTIVITY** **(ACALA)**
-- See TACOM-RI.

**ARMED FORCES (MILITARY SERVICE)** -- The Army, Navy, Air Force, Marine
Corps, and Coast Guard. (37 U.S.C. 101(4)).

**ARMY ACCIDENT** -- An unplanned event, or series of events, which
results in damage to Army property; injury to Army personnel; injury to
on-duty civilian personnel; occupational illness to Army military or
civilian personnel; or damage to property, injury, or illness to
non-Department of Defense personnel caused by Army operations.

**ARMY ACTIVITY** -- A unit or organization consisting of at least 100
Department of the Army personnel performing a function or mission.

**ARMY MANAGEMENT STRUCTURE** -- A structure established by regulation
to provide a single, uniform classification of the non-tactical
(peacetime) activities of the U.S. Army for use in programming,
budgeting, accounting, and the reporting of cost, performance, and
manpower data.

**ARMY MASTER DATA FILE (AMDF)** -- Establishes a uniform automated
method for the maintenance, distribution, and usage of current catalog
management data on every item in the U.S. Army inventory.

**ARMY MATERIEL COMMAND (AMC)** -- The command structure, of which Rock
Island Arsenal is a subordinate installation, charged with procuring and
managing all material for use by the U.S. Army. Headquarters in
Alexandria, Virginia.

**ARMY OCCUPATIONAL SAFETY AND HEALTH (ARMOSH) PROGRAM** -- The ARMOSH
program addresses the overall maintenance of safe and healthy conditions
in the workplace or the occupational environment. This includes OSHA
compliance, industrial and production operations, and Research,
Development, Test, and Evaluation activities. It is applicable to all
Army civilian and military personnel and operations.

**ARMY PERFORMANCE IMPROVEMENT CRITERIA** -- Malcolm Baldridge National
Quality Award criteria based on self-assessment and continuous
improvement initiative.

**ASSESSMENTS** -- Assessments determine safety and occupational health
program implementation and effectiveness. They measure the program and
facilities status as gauged against the program requirements.

**ASSETS** -- An item of economic value owned by a Federal agency. The
item may be physical in nature (tangible) or a right to ownership
(intangible) that is expressed in terms of cost or some other value.

**ASSET USE CHARGE** -- A charge for the use of Department of Defense
assets (facilities and/or equipment) to recoup depreciation and interest
on investment.

**AUDIT TRAIL** -- Audit trail capabilities allow for readily tracing
all transactions, including those which are computer-generated and
computer-processed transactions, from initiation (individual source
documents) to accounting reports and vice versa. For example, tracing a
general ledger account and amount from a trial balance to the original
transaction. Audit trails also provide for the detection and tracing of
rejected or suspended transactions to ultimate correction.

**AUTOMATIC DATA PROCESSING MANAGER** -- Organization responsible for
the actual design and development of computer programs implementing the
functional design.

**BASE OPERATIONS SUPPORT** -- Common-service support functions listed
in

DFAS-IN 37-1, Finance and Accounting Policy Implementation, regardless
of the appropriation or fund account from which they are financed.

**BASIC ORDERING AGREEMENT (BOA)** -- A written instrument of
understanding negotiated between a contracting activity and a
contractor. A BOA contains terms that apply to future orders, a
description of services to be provided, and a method for pricing future
orders under this agreement. Service orders under a BOA are placed by an
Ordering Officer.

**BI-ANNUAL --** Occurs every two years. (It does not mean twice a
year.)

**BI-MONTHLY --** Occurs every two months. (It does not mean twice a
month.)

# BI-WEEKLY - Occurs every two weeks. (It does not mean twice a week.)

**BILL BALANCING** -- The process of verifying that Summary Billing
Record and related Detail Billing Record values are in agreement.

**BILLING** -- With few exceptions intra-Defense billing and collection
will be by inter-fund procedures. Installations where the finance and
accounting office accounts for both appropriations (credited and
charged) can use either inter-fund procedures or "no check drawn"
Standard Form 1080. Billings will be for the value of the sales and
processed at least monthly. More frequent billings can be made to help
manage the stock fund cash balance.

**BILLING ERRORS** -- Improper charges or credits resulting from billing
office error.

**BLANKET PURCHASE AGREEMENT (BPA)** -- A blanket purchase agreement is
a simplified method of filling anticipated repetitive needs for supplies
or services by establishing "charge accounts" with qualified sources of
supply. The BPA reduces the need for individual purchase documents.

**BLOCKING** -- The method of controlling transactions in process in the
accounting division of the finance office. A block ticket identifies
each block.

**BOOT P** -- Allows the computer on the network to act as an address
server, automatically giving IP addresses on request.

**BUSINESS CONCERN** -- Any individual or organization engaged in a
profession, trade, or business. It includes not-for-profit entities
operating as contractors. This includes State and local Governments but
not Federal Government organizations. The term contractor, vendor, and
firm are synonymous with business concern.

**CALENDAR DAYS** -- Consecutive days without regard to weekends or
holidays.

**CAPITALIZATION** -- The monetary value of inventories (materiel,
supplies, and equipment) including undelivered orders due in under
capitalized contracts; and, allocations of cash less liabilities and
equity, reservations. In those instances of transfer of logistic
responsibility or materiel, the value will be at the current Army
standard prices.

**CERTIFYING OFFICER** -- An individual authorized to certify the
availability of funds on any documents or vouchers submitted for
payment. The Certifying Officer is responsible for the correctness of
the facts and computations, and the legality of payment.

**CHIEF EXECUTIVE OFFICER** -- At Rock Island Arsenal, this person is
the Commanding Officer, a senior officer in the U.S. Army stationed here
for 2 year tour of duty.

**CHIEF OPERATING OFFICER** -- At Rock Island Arsenal, this individual
is the Civilian Executive Assistant, who is the senior ranking civilian.

**CIVIL AGENCIES** -- All agencies in the Federal Government other than
Department of Defense installations and activities, e.g., General
Services Administration.

**CLASSIFIED MATERIAL/MATTER** -- Official information or matter, in any
form or of any nature, which requires protection in the interest of
national security. Material is classified CONFIDENTIAL or SECRET under
DOD 5200.1-R.

**COMMERCIAL VOUCHER** -- A properly prepared public voucher, which a
vendor submits for goods or non-personal services. It must be supported
by a contract, purchase or delivery order, receiving and acceptance
report or performance certificate, and a vendor's invoice.

**COMPARABILITY** -- Relates to the similarity and consistency of
information produced by an entity from period to period and by others
operating in similar circumstances. The value and usefulness of
information depends greatly on the degree to which it is comparable to
information from prior periods and to similar information reported by
others.

**CONDITION** -- The status of personnel and equipment (readiness) as
they interact with the operational environment during mission planning,
preparation, and execution; a situation or circumstance.

**CONSTANT DOLLARS** -- The term "constant dollars" is used when prices
do not contain inflationary changes that have occurred or are forecast
to occur. Constant dollars are always identified with a specific time
period, which is called a base year. Constant prices represent the total
cost of an item or service if that item was purchased in the base year
and the bill was completely paid in that year.

**CONSUMABLE SUPPLIES** -- An element of cost consisting of an
expendable and those non-expendables having a standard unit price of
less than \$250 or which lose their identity on issue.

**CONTINENTAL UNITED STATES (CONUS)** -- The 48 contiguous states and
the District of Columbia.

**CONTINUING RESOLUTION AUTHORITY** -- An interim appropriation until
permanent appropriations are enacted. Authorizes continuation of normal
operations at a rate not to exceed the latest congressional action or
the previous year's rate and no new starts or expansions to a program.

**CONTRACT** -- Any enforceable agreement or order to buy supplies or
services. A subsequent modification becomes part of the contract. In
this regulation, the term is expanded to include delivery and purchase
orders and other procurement documents.

**CONTRACT ADMINISTRATION OFFICE** -- The activity responsible for
administering the contract against which shipment was made.

**CONTRACT AUTHORITY** -- Statutory authority that permits obligations
to be incurred in advance of appropriations or in anticipation of
receipt to be credited to a revolving fund or other account. (By
definition, contract authority is unfunded and must subsequently be
funded by an appropriation to liquidate obligations incurred under the
contract authority, or by the collection and use of receipts.)

**CONTRACT FINANCING PAYMENT** -- U.S. Government disbursement of monies
to a contractor under a contract clause or other authorization before
physical delivery and the acceptance of supplies or services by the U.S.
Government.

**CONTRACT LIQUIDATING AUTHORITY** -- An appropriation, or
re-appropriation, enacted to pay the obligations incurred under the
contract authority.

**CONTRACT MODIFICATION** -- Any written change in the terms of a
contract. Only contracting officers acting within the scope of their
authority are empowered to execute contract modifications.

**CONTRACTING OFFICER (KO) --** A Department of the Army civilian
employee or military officer who has a valid appointment as a
contracting officer under the provisions of the Federal Acquisition
Regulations. An appointed contracting officer has authority to enter
into and administer contracts and make determinations and findings to
such contracts. The term includes an authorized contracting officer's
representative acting within the limits of his or her authority. The
term also includes purchasing and contracting officers and ordering
officers.

**CONTRACTOR-ACQUIRED PROPERTY** -- Property procured or otherwise
provided by a contractor for the performance of a contract. It does not
include Government furnished materiel or equipment.

**CONTRACTOR SAFETY** -- Oversight of the safety and occupational health
aspects of Army contract activities.

**CORRECTIVE ACTION VALUE** -- A compiled measure of the cost
effectiveness of an abatement action.

**COST** -- Refers to the financial measurement of resources used in
accomplishing a specified purpose, such as performing a service,
carrying out an activity acquiring an asset, or completing a unit of
work or a specific project. Accounting for activities on a cost basis
means that all significant elements should be included in the amounts
reported as total costs. Cost, in this context, is the value of goods
and services used by a Government agency within a given period,
regardless of when they were ordered, received, or paid for.

**COST ANALYSIS** -- The systematic examination of the cost of
interrelated activities and equipment to determine the relative costs of
alternative courses of action.

**COST BENEFITS** -- Refers to measuring the expense of obtaining
certain information with the benefits to be derived by having the
information. Information should not be provided if the costs of
providing it exceed the benefits to be derived, unless it is required to
meet legal or other specified purposes.

**COST CENTER** -- A division, a department, or its subdivision; a group
of machines or of people or of both; a single machine and its operating
force; or any other unit of activity into which a depot maintenance
plant and its operations are divided for cost assignment and allocation.
The smallest organizational unit to which direct employees are assigned
and for which costs are collected.

**CURRENT YEAR** -- The fiscal year in progress.

**CUSTOMER** - Any person or entity authorized to be provided services
or utilize services under the contract.

**DECREMENT** -- A listing prepared to facilitate funding reductions
that are received after approval of the initial operating program. Items
that are already included within the funded operating program are listed
in inverse (opposite order) priority; that is, lesser priority first.
The decrement list reflects the order of those funded requirements that
would be deleted first if funds were withdrawn.

**DEFERRALS** -- Executive action or inaction which withholds, delays,
or precludes the obligation or expenditure of available budget authority
which the installation could otherwise effectively and legally use.
Deferrals may be initiated by the Office of Management and Budget or the
agency involved, and generally the budget authority deferred is intended
for use at a later time.

**DELEGATION OF AUTHORITY** -- Major activity directors may delegate
authority for certification of funds availability. This delegation must
be in writing.

**DELIVERY ORDER** -- A document issued by the contracting officer under
a basic agreement or indefinite quantity type contract (open-end or call
type contracts).

**DEPARTMENT OF THE ARMY (DA) CONTRACTOR --** A non-Federal entity
engaged in performance of a DA contract, whether as prime contractor or
subcontractor.

**DEPARTMENT OF THE ARMY (DA) INSTALLATION --** A grouping of facilities
located in the same vicinity that supports particular DA functions.
Installations may include locations such as posts, camps, stations, or
communities and land and improvements permanently affixed thereto which
are under the DA control and used by Army organizations. Where
installations are located contiguously, the combined property is
designated as one installation and the separate functions as activities
of that installation. In addition to those used primarily by troops, the
term "installation" applies to such real properties as depots, arsenals,
ammunition plants (both contractor and Government operated), hospitals,
terminals, and other special mission installations.

# DEPARTMENT OF THE ARMY (DA) PERSONNEL -- 

a\. Civilian. Includes Senior Executive Service, General Manager,
General Schedule, and Wage Grade employees (including National Guard and
Reserve technicians); Non-appropriated Fund employees; Youth/Student
Assistance program employees, and Foreign Nationals directly employed by
Department of Defense (DOD) components.

b\. Military. Includes all military personnel on active duty, Reserve or
National Guard personnel on active duty or on drill status, service
academy midshipmen or cadets, Reserve Officer Training Corps cadets when
engaged in direct training activities, and foreign National Military
personnel assigned to DOD components.

**DESIGNATED BILLING OFFICE** -- The office or individual named in a
procurement document who is first to receive invoices or bills from
vendors. This is usually the Finance and Accounting Office, but
contracting officers can name other individuals or offices. The date
bills or invoices reach the designated billing office is used to
determine the correct payment due date under the Prompt Payment Act.

**DESIGNATED PAYMENT OFFICE** -- The office named in the contract which
will pay the vendor. If the contract requires invoice approval before it
is sent to the payment office, vendors must send the invoice to the
address stated in the contract (the designated billing office).

**DISBURSEMENT** -- Payment of a legal liability of the U.S. Government
that decreases the accountability of the finance and accounting office
making the disbursement. Disbursements are made to transfer funds,
advance funds, or liquidate valid obligations of the U.S. Government.

**DISBURSING OFFICER** -- An individual who is held accountable for
disbursing monies only on the basis of vouchers certified by an
authorized certifying office.

**DISCOUNT** -- A vendor's offer to accept a reduced payment in exchange
for receiving an earlier payment. Discount offers can be in the
contract, offered only on the vendor's invoice, or both. Discounts are
usually stated in percentages, such as 2%/10 days. In this example, the
vendor will accept a 2 percent payment reduction in exchange for a check
dated 10 days after the date on the invoice. Commercial accounts payable
personnel can accept discount for Financial Management offers only if
they are advantageous to the U.S. Government. The Office of the
Assistant Secretary of the Army sends a yearly message to all finance
offices giving the current value of funds to the Treasury and examples
of cost-effective discounts. Discount information is reported on the
Prompt Payment Act report. Cost effective discounts which cannot be
taken because supporting documents allowing payment do not reach the
commercial accounts payable office four days or more before the discount
payment date are not reported as offered or lost. Although every effort
should be taken to accept cost-effective discounts, a discount of \$10
or more which cannot be taken is not reported on the Prompt Payment Act
report.

**DISCOUNT (TRADE)** -- A reduction in price, usually varying in
percentage with volume of transactions, made by vendors to those engaged
in certain businesses and allowable irrespective of the time when the
account is paid.

# 

# EARNED REIMBURSEMENT -- The amount recognized when a performing organization renders actual or constructive performance on a reimbursable order. 

**EMERGENCY (AS RELATED TO INFORMATION TECHNOLOGY) --** Situations
demanding immediate attention and resolution. Examples of situations
which require emergency support are: problems affecting mission
production, the local area network is not available, the voice mail
network is not available, electronic mail is not available, calls from
Commanding Officers or their representatives (i.e., Generals, Colonels
and civilian equivalents, and their support staffs).

**EMERGENCY PREPAREDNESS AND OPERATIONS** -- All aspects of accident
prevention associated with the planning and execution of emergency and
disaster preparedness, and response and recovery operations involving
Army personnel or property.

**FACILITIES** -- Industrial property (other than materiel, special
tooling, special test equipment, and military property) for production,
maintenance, research, development, or testing including real property
(other than land) and rights therein, buildings, structures,
improvements, and plant equipment (including capital leases).

**FEDERAL OCCUPATIONAL SAFETY AND HEALTH ADMINISTRATION (OSHA) OFFICIAL
--** Investigator or compliance officer employed by, assigned to, or
under contract to OSHA.

**FIRE PREVENTION** -- Measures directed toward avoiding the inception
of fire. Methods used to control or extinguish a fire.

**FIRE SAFETY DEFICIENCY** -- A condition that reduces fire safety below
the acceptable level, including noncompliance with standards, but by
itself cannot cause a fire to occur.

**FISCAL QUARTER** -- The four quarters in a fiscal year (1 October
through 30 September). First quarter is 1 October through 31 December;
second quarter is 1 January through 31 March; third quarter is 1 April
through 30 June; and fourth quarter is 1 July through 30 September.

**FISCAL YEAR (FY)** -- Any yearly accounting period without regard to
its relationship to a calendar year. The fiscal year for the Federal
Government begins on 1 October and ends on

30 September. The fiscal year is designated by the calendar year in
which it ends; for example, fiscal year 1998 (FY 98) is the year
beginning 1 October 1997 and ending 30 September 1998.

**FISCAL YEAR (FY) DESIGNATION** -- A digit indicating the fiscal year
in which the appropriation is available for obligation.

**FUNCTIONAL MANAGER** -- The senior operating official at all levels
exercising managerial control of an activity or operation. This
individual usually can acquire and commit resources for the abatement of
occupational safety and health hazards.

**GOVERNMENT FURNISHED EQUIPMENT (GFE)** -- Property provided to a
contractor by the government. It is used in producing an end product or
service. It is not consumed, but is returned in the same form at the end
of the contract.

**GOVERNMENT FURNISHED MATERIAL (GFM)** -- Property provided to a
contractor by the government. It may be incorporated into an end item (a
change in form) or may be consumed in the performance of a contract.

**GOVERNMENTAL-IN-NATURE (GIN)/INHERENTLY GOVERNMENTAL** -- GIN
functions are Government functions that are so intimately related to the
public interest as to mandate performance by Government employees or
military personnel. These functions include those activities that
require either the exercise of discretion in applying Government
authority or the making of value judgments in making decisions for the
Government. Governmental functions normally fall into two categories:
(1) the act of governing, i.e., the discretionary exercise of Government
authority, and (2) monetary transactions and entitlements. All functions
are either GIN functions or commercial activities.

**HIGH INTEREST AREAS** -- Work areas or operations that require
additional attention or added inspections because of increased accident
potential due to the nature of work performed, physical conditions, type
of materials handled or increased accident experience. These areas are
designated by a Major Army Command or installation safety, fire
protection, or industrial hygienist official as high interest areas.

**INDUSTRIAL OPERATIONS COMMAND (IOC)** -- Immediate higher headquarters
for Rock Island Arsenal and other Arsenals, ammunition plants, and
depots, procuring ammunition for maintaining readiness in the field and
developing guidance for all Army industrial facilities.

**INFLATION** -- A general increase in price levels (economist's
definition); increase in cost of an item without a corresponding
increase in real value received, that is, no change in quality or
quantity received (consumer's definition).

**INFORMATION MISSION AREA** -- Encompasses the disciplines of
telecommunications, automation, visual information, records management,
and publications and printing. Includes management of libraries.

**INFORMATION TECHNOLOGY FACILITY** -- An organizationally defined set
of personnel, hardware, software, and physical facilities, operated
within or on behalf of the Department of Defense, a primary function of
which is the operation of information technology. An Information
Technology Facility includes:

a\. The personnel who operate computers or telecommunications systems;
develop or maintain software; provide user liaison and training;
schedule computers; prepare and control input data; control, reproduce,
and distribute output data; maintain tape and disk libraries; provide
security; and provide direct administrative support to personnel engaged
in these activities.

b\. The owned or leased computer and telecommunications hardware,
including central processing units; associated peripheral equipment such
as disk drives, tape drives, printers, and consoles; data entry
equipment; telecommunications equipment including control units,
terminals, modems, and dedicated telephone and satellite links provided
by the facility to enable data transfer and access to users. Hardware
acquired and maintained by users of the facility is excluded.

c\. The software, including operating system software, utilities, sorts,
language processors, access methods, data base processors, and similar
multi-user software required by the facility for support of the facility
and/or general use by users of the facility. All software acquired or
maintained by users of the facility is excluded.

d\. The physical facilities, including computer rooms, tape and disk
libraries, stockrooms and warehouse space, office space, and physical
fixtures.

**INITIATIONS** -- An administrative reservation of funds based upon
procurement directives, requests, or equivalent instruments. Initiations
pre-commit funds that must be committed before they are obligated.

**INSPECTION --** The process of determining compliance with standards
through formal and informal surveys of workplaces, operations, and
facilities.

**INSTALLATION SERVICE SUPPORT AGREEMENT** -- The document which
dictates the agreement between Rock Island Arsenal and its tenant
organizations for installation support and general services.

**INTEREST** -- A service charge for the use of money commonly computed
as an annual percentage of outstanding principal. Interest expense
results from using others\' funds, such as late payment of bills and
capital lease obligations. Interest revenue results from others using
our funds, such as delays in payment for services.

**INTERNAL CONTROL** -- A plan or organization intended to coordinate
methods and measures within an organization to safeguard assets, check
the accuracy and reliability of accounting and related data, promote
operating efficiency, and encourage adherence to managerial policies.

**INTERNAL CONTROLS** -- The manner in which financial, manpower, and
property resources are to be controlled and safeguarded by the regular
authorization, approval, documentation, recording, reconciling,
reporting, and related accounting processes.

**INTERNAL CONTROL DOCUMENTATION** -- Written policies, organization
charts, procedural write-ups, manuals, memoranda, flow charts, decision
tables, completed questionnaires, software, and related written
materials used to describe the internal control methods and measures, to
communicate responsibilities and authorities for operating such methods
and measures, and to serve as a reference for persons reviewing the
internal controls.

**INTERNAL CONTROL STANDARDS** -- The standards issued by the
Comptroller General for use in establishing and maintaining systems of
internal control. Those standards are applicable to all operations and
administrative functions, but are not intended to limit or interfere
with duly granted authority for the development of legislation, rule
making, or other discretionary policy making in an Agency.

**INTERNAL CONTROL TECHNIQUES** -- The application of prescribed
processes and documents to efficiently and effectively accomplish an
internal control objective and to help safeguard an activity from waste,
loss, unauthorized use, or misappropriation.

**INTRAGOVERNMENT AGREEMENTS** -- A project order under 41 U.S.C. 23, an
Economy Act (31 U.S.C. 1535), or a procurement order to another military
department for reimbursable procurement or direct citation.

**INVENTORY OF FEDERAL GOVERNMENT** -- Consists of tangible personal
property (goods) (1) to be consumed in normal operations, (2) to be
incorporated in production of goods for later consumption in normal
operations, or (3) in process or finished that will ultimately be sold.
Included are goods in the hands of others, yet owned by the Government.
Excluded are goods (materials, in-process, or completed) issued for use
in the construction of equipment for use in operations or in real
property are to be accounted for and controlled as construction in
process. Also excluded are assets, such as equipment, that are to be
accounted for as property, plant, and equipment.

# IOWA COMMUNICATIONS NETWORK -- A fiber-optic based digital communication network for transmitting data between State and local Governments, Federal agencies, schools and universities, libraries, and hospitals in Iowa.

**LOCAL AREA NETWORK (LAN)** -- System of computers that provides an
electronic data exchange or link across business segments.

**MANAGEMENT INFORMATION SYSTEM** -- This term may be defined as an
organized method of providing past, present, and projected information
relating to internal operations and external developments. It supports
the planning, control, and operating functions of an organization by
furnishing necessary information to decision makers in a timely fashion.

**MILITARY PROPERTY** -- All property owned by the Department of
Defense. In regard to U.S. Government provided property, this is U.S.
Government-owned personal property designed for military operations.

**MISSION OPERATIONS** -- Includes expenses incurred for the direct
accomplishment of approved operating program of an installation or
activity for other than base operations expenses.

**NON-CONSUMABLE SUPPLIES** -- A program expense classified as a capital
expenditure consisting of net issues of non-expendable supplies valued
at \$250 or more per item and which do not lose their identity upon
issue.

**NON-EXPENDABLE** -- Property which maintains its identity throughout
its entire period of usefulness and must be accounted for until properly
disposed of by authorized procedures.

**OCCUPATIONAL HAZARD --** Conditions, procedures, and practices
directly related to the work environment that create a potential for
producing occupational injuries or illnesses.

**OCCUPATIONAL ILLNESS** -- Any abnormal physical condition or disorder
other than one resulting from an injury caused by long-term or
short-term exposure to chemical, biological, or physical agents
associated with the occupational environment.

**OCCUPATIONAL INJURY** -- Any on-duty injury to Army personnel caused
by events or conditions in the occupational environment.

**OCCUPATIONAL SAFETY AND HEALTH DEFICIENCY** -- Conditions, procedures,
and practices that are in non-compliance with Occupational Safety and
Health Administration or Army Occupational Safety and Health Program
requirements, but do not, in themselves, create a potential for
producing an occupational injury or illness. Deficiencies may, however,
create a potential for secondary injuries or illnesses or may contribute
to the severity of an injury or illness that has already occurred.
Examples include lack of fire detection or suppression equipment and
system, broken smoke alarm, lack of exit signs, and railings, which are
two inches below standard height. A clear distinction between hazards
and deficiencies may not always be possible; therefore, the judgment and
experience of qualified safety, fire protection, and health personnel
must be relied upon.

**OCCUPATIONAL SAFETY AND HEALTH HAZARD ABATEMENT** -- The elimination
or permanent reduction of an occupational safety and health hazard or
deficiency by bringing it into compliance with applicable safety, fire
prevention, and health requirements or by taking equivalent protective
measures.

**OCCUPATIONAL SAFETY, FIRE PREVENTION, AND HEALTH GUIDANCE** --
Occupational safety, fire prevention, and health requirements that are
included in Occupational Safety and Health Administration standards;
Army Occupational Safety and Health standards; technical manuals; Army
directives; national consensus standards; or other regulatory Federal
standards or directives.

**OFFSETTING COLLECTIONS** -- Collections from Government accounts or
from transactions with the public. The two major categories of
offsetting collections are offsetting receipts (amounts deposited to
receipt accounts) and offsetting collections credited to appropriation
or fund accounts.

**OFFSETTING RECEIPTS** -- Collections that are deposited into
proprietary Miscellaneous Receipt Accounts of the Department of the
Treasury. Applicable deposits offset the collecting Agency's budget
authority and outlays.

**ON-SITE** - The installation known as Rock Island Arsenal, Rock
Island, Illinois.

**OPERATIONAL AND AVAILABLE** -- This refers to a system(s) functioning
within vendors' hardware, software, and application specifications, and
being available for use by the user community.

**OVERHEAD** -- Expenses incurred in support of the overall mission that
are not identifiable to a customer order, and are equitably shared by
all customers of the activity (for example, supervisory and
administrative salaries, equipment rental costs, road repair, lawn care,
and janitorial services).

**OVERHEAD RATE** -- The rate, determined by performing organizations,
to allocate operating costs not directly identifiable to the work order.
Includes supervisory and general and administrative expenses as well as
miscellaneous materiel and supplies.

**PAYING OFFICE** -- A disbursing office. In the case of contracts, the
place named in the contract for forwarding invoices for payment.

**PAYMENT DATE** -- The date on the check. Checks will be delivered to
the vendor or placed in the mail on the same day they are dated.

**PAYMENT DUE DATE** -- The date on which payment is to be made. If the
date falls on a non-working day, payment is made on the following
workday.

**PERFORMANCE CERTIFICATE** -- A written statement prepared by an
authorizing official that the goods or services called for in a contract
have been delivered or performed satisfactorily.

**PRIVATE PARTIES** -- Consists of non-U.S. Government activities;
foreign Governments, firms, and organizations; and international
organizations, other than Foreign Military Sales (FMS) customers and
FMS/International Military Education and Training recipients.

**REAL PROPERTY** -- Items that are comprised of land and the rights to
land, fixtures, and buildings to include capitalized additions,
alterations, improvements, and rehabilitation; and other structures and
facilities. Real property does not include personal property (weapons
systems and other military equipment).

**RECEIPT OF E-MAIL --** The date/time a message is posted to the
E-mailbox.

**RECEIVING AND ACCEPTANCE REPORT** -- A document or systems
transmission that lists the goods and quantities a vendor has provided.
A receiving and acceptance report is to reach the paying finance office
by the close of business on the day that is one-half the payment period.
Most logistics regulations direct supply personnel to complete and
deliver receiving and acceptance information to the Finance and
Accounting Office/Defense Accounting Office by the fifth workday after
delivery of goods or completion of services.

**REPLACEMENT COST** -- Obligations to be incurred at a future time to
procure equipment or materiel in place of items that have been sold or
transferred. There are two methods used to determine replacement cost:
(1) Replacement cost may be determined by applying the Office of the
Secretary of Defense prescribed inflation factor to the most recent
contract price of the item to be replaced. The inflation factor is
applied to each fiscal year between the year the item sold, transferred,
or was acquired and the fiscal year in which the replacement item will
be delivered. (2) Replacement cost may also be determined by obtaining a
current contractor quote for the replacement item. Normally the second
method is the most accurate method.

**RISK ASSESSMENT CODE --** An expression of the risk associated with a
hazard that combines the hazard severity and accident probability into a
single Arabic numeral.

**RISK DECISION** -- The decision to accept or not accept the risk(s)
associated with an action; made by the commander, leader, or individual
responsible for performing that action.

**RISK MANAGEMENT** -- The process of identifying, assessing, and
controlling risk arising from operational factors and making decisions
that balance risk cost with mission benefits.

**RISK MANAGEMENT INTEGRATION** -- The embedding of Risk Management
principles and practices into Army Operations, culture, organizations,
systems, and individual behavior.

**SAFETY** -- Freedom from those conditions that can cause death,
injury, occupational illness, or damage to, or loss of, equipment or
property.

**SAFETY AND OCCUPATIONAL HEALTH PROGRAM EVALUATION** -- A specialized
inspection designed to determine the effectiveness of a unit's Safety
and Occupational Health program.

**SAFETY ASSESSMENT REPORT** -- A formal summary of the safety data
collected during the design and development of the system. In it, the
materiel developer summarizes the hazard potential of the item, provides
a risk assessment, and recommends procedures or other corrective actions
to reduce these hazards to an acceptable level.

**SAFETY CONFIRMATION LETTER** -- A separate document or part of the
Independent Evaluation Report or position letter that provides the
materiel developer with the Development Testing or Orientation Tour
agency safety findings and conclusions, and states whether the specified
safety requirements are met.

**SAFETY-HEALTH VERIFICATION** -- The development of data used to
evaluate the safety and health features of a system to determine its
acceptability, primarily done during DT and user or OT and evaluation
and supplemented by analysis and independent evaluations.

**SAFETY RELEASE** -- A formal document issued to any user or technical
test organization before any hands-on training, use, or maintenance by
troops. The safety release is a stand-alone document which indicates the
system is safe for use and maintenance by typical user troops and
describes the specific hazards of the system or item based on test
results, inspections, and system safety analyses. Operational limits and
precautions are included. The test agency uses the data to integrate
safety into test controls and procedures and to determine if the test
objectives can be met within these limits. A Limited Safety Release is
issued on one particular system. A conditional Safety Release is issued
when further safety data are pending and restricts a certain aspect of
the test.

**SERVICE ORDER** -- A customer order issued for work that does not
define quantities and scheduled completion date. It is also called
Economy Act orders. It automatically expires with the cited
appropriation.

**STANDARD OPERATING PROCEDURES (SOP)** -- A sequence of detailed
procedures and guidance for performing a specific task or tasks.

**SYSTEM** -- A composite, at any level of complexity, of trained
personnel, procedures, materials, tools, equipment, facilities, and
software. The elements of this composite entity are used together in the
intended operational or support environment to perform a given task or
achieve a specific production, support, or mission requirement.

**SYSTEM CONTROLS** -- The system controls are fully effective in
ensuring accuracy, reliability and/or preventing waste, loss,
unauthorized use, or misappropriation which may occur anywhere in the
chain of events from transaction authorization and approval to issuance
of reports. Controls are present to prevent, detect, and correct errors
and irregularities that may occur throughout the system. Separation of
duties and responsibilities is maintained for initiating, authorizing,
processing, recording, and reviewing transactions. System security and
integrity is maintained for authorized processing to include procedures
and controls which protect hardware, software, and documentation from
physical damage by accident, fire, flood, environmental hazards, and
unauthorized access. Also, the system has controls to prevent
unauthorized use of confidential information.

**SYSTEM DESIGN MANAGER** -- The organization responsible for the
functional design, development, implementation, and maintenance of an
automatic data processing system supporting a business process or
functional area.

**SYSTEM DOCUMENTATION** -- The overall operating accounting system,
including both manual and automated aspects, is fully documented. System
documentation adequately describes the system design and procedures. The
documentation covers the system's actual operations including how the
functional users and operators interact with and use the system, and the
computer program narratives and listings. Documentation is complete,
current, and maintainable. In addition, it is of sufficient scope and
depth to provide management, users, system operation and maintenance
personnel, auditors and other evaluators an understanding of the design
and operation of each component in the system and its integration with
and relation to all other components. The documentation describes the
system's functional plan and test results. Operational accounting system
documentation is appropriately safeguarded and periodically updated, as
applicable, to reflect actual operations.

**TACOM-RI** -- Subgroup of the Tank Automotive and Armaments Command,
Warren, MI, located at Rock Island and devoted to procuring and
maintaining guns of all caliber and chemical protective equipment (major
customer for RIA).

**TENANT** -- A unit or activity of one commander which occupies
facilities on and receives specified types of supply and other support
from an installation of another commander. (On-post is synonymous with
tenant).

**TEST AGENCY** -- An organization that conducts development tests or
user tests.

**TIER I --** Refers to mainframe systems, mainframe gateways, mainframe
print queues, and any other mainframe operation that is not an end user
device.

**TIER II --** Minicomputer, unix systems, servers, network hubs,
network routers, and any other operation that is not an end user device.

**TIER III --** End user devices used to communicate with or within
systems that are not Tier I or Tier II.

**TOTAL ARMY QUALITY** -- A system for implementing a specialized form
of Total Quality Management within U.S. Army organizations.

**USER** -- An individual, organization, or accounting entity that
received services. A user may be internal or external to the Department
of Defense component.

**USER INFORMATION NEEDS** -- User information needs and requirements as
to quality, accuracy, timeliness, reliability, and responsiveness of the
system are adequate in response to program, financial managers, and
other users. The system satisfies users as to their reporting
requirements particularly as it relates to month end reports. The system
also satisfies user needs to facilitate their management decision making
process.

**VENDOR'S INVOICE** -- A bill or written request for payment from a
business concern for goods or services provided to the U.S. Army. A
proper invoice must have the name of the business concern; the invoice
date; the contract number; the description price and quantity of the
goods or services actually delivered or rendered; the shipping and
payment terms; and the complete mailing address of the firm to whom
payment is to be sent. Written notice of an invoice error, defect, or
impropriety must be given to a vendor within 15 days after it is
received if the procurement document was issued on or before 31 March
1989, or 7 days on procurement documents issued on or after 1 April
1989.

**WORK ORDER PRIORITY 1** -- The service required is to address the
following types of issues: workstoppage (e.g., down system) affecting
multiple users; or high-visibility person(s) (e.g., Commanding Officers
or their representatives - Generals, Colonels and civilian equivalents,
and their support staffs).

**WORK ORDER PRIORITY 2** -- The service required is to address the
following types of issues: degraded performance affecting multiple
users; or high-visibility person(s) (e.g., Commanding Officers or their
representatives - Generals, Colonels and civilian equivalents, and their
support staffs).

**WORK ORDER PRIORITY 3** -- The service required is to address the
following types of issues: workstoppage or system degradation affecting
single user.

**WORK ORDER PRIORITY 4** -- The service required is to address the
following types of issues: request for user-id, new printer
configuration, urgent Automated Information System change requests, etc.

**WORK ORDER PRIORITY 5** -- The service required is to address the
following types of issues: default priority -- requests for convenience
and personal preference (e.g., changes to individual configurations,
routine Automated Information System change requests, etc.).

**WORK ORDER REWORK** -- A work order previously \'closed\' but
resubmitted as incomplete or insufficient response to request.

**YEAR-END ADJUSTMENTS FOR REIMBURSEMENTS** -- Accounting entries made
to eliminate anticipated reimbursements for orders not accepted,
eliminate those unobligated accepted orders that are no longer valid
obligations of the ordering activity, and transfer valid unobligated
reimbursable balances from expiring and non-expiring accounts to the
most current ensuing fiscal year accounts. The exception is for
unobligated balances resulting from earned reimbursements (that is,
sales from inventory or performance of in-house services), which must be
retained in non-expiring accounts until account expiration.

# 

# 

# Section C-3, Government Furnished Property And Services

**3.** **General.** The Government shall provide, without cost to the
Performing Activity (PA), the facilities, equipment, materials, and
services listed below or in Section C-5 and Technical Exhibits (TEs).
Items listed in those documents shall be used on the installation and
only for performance of the instant contract. Prior to supplementing or
replacing any Government Furnished Equipment or Government Furnished
Software, the PA shall provide written justification to, and obtain
written approval from, the Contracting Officer (KO) or other authorized
personnel. The following table summarizes the content in this section
for ease of reference. The PA shall refer to the specific paragraphs and
TEs for further detail.

Table C-3-1: Property and Services

+----------+--------+--------------------------+-----------+---------+
| P        | TE \#  | Item Type Addressed      | Replace   | M       |
| aragraph |        |                          |           | aintain |
+----------+--------+--------------------------+-----------+---------+
| 3.1.1    | 5      | GFF-Facilities           | G         | Gov     |
|          |        |                          | overnment | ernment |
+----------+--------+--------------------------+-----------+---------+
| 3.1.2    | 3      | GFE - Hand Receipt Items | G         | ## PA   |
|          |        | including ADPE           | overnment |         |
+----------+--------+--------------------------+-----------+---------+
| 3.1.2    | 3      | GFE - non-Hand Receipt   | PA        | PA      |
|          |        | Items                    |           |         |
+----------+--------+--------------------------+-----------+---------+
| 3.1.2.4  | 3      | GFP Leased Items         | G         | Gov     |
|          |        |                          | overnment | ernment |
+----------+--------+--------------------------+-----------+---------+
| 3.1.3    | 4      | GFM - Repair Parts and   | PA        | PA      |
|          |        | Supplies                 |           |         |
+----------+--------+--------------------------+-----------+---------+
| 3.1.3.1  | 4      | GFM - Tools              | G         | PA      |
|          |        |                          | overnment |         |
+----------+--------+--------------------------+-----------+---------+
| 3.3      | 3      | GF Vehicles/MMHE         | G         | Gov     |
|          |        |                          | overnment | ernment |
+----------+--------+--------------------------+-----------+---------+
| 3.5      | In C-6 | Forms and Publications   | PA        | n/a     |
+----------+--------+--------------------------+-----------+---------+

**3.1** **Government Furnished Property.**

**3.1.1** **Government Furnished Facilities.** The Government will
furnish and/or make available facilities and space described in TE-5.
TE-5 is furnished for information purposes only. It is currently
anticipated that the facilities and space to be provided will be
allocated from that listed in TE-5; however, the Government reserves the
right to assign space in alternate on-site buildings. The facilities and
space allocated to the PA under this PWS shall be adjusted to comply
with standardized square footage allocations in accordance with (IAW)
Army Regulation (AR) 405-70, *Utilization of Real Property* (dtd 15 Sep
93), or internal Arsenal space goals. Facility layout maps are available
in the Commercial Activities bidder\'s library. Government facilities
have been inspected for compliance with Occupational Safety and Health
Administration (OSHA) standards. No hazards have been identified for
which work-arounds have been established. Should a hazard be
subsequently identified, the Government shall correct OSHA hazards
according to Rock Island Arsenal (RIA)-wide Government-developed and
approved plans of abatement taking into account safety and health
priorities. A higher priority for correction will not be assigned to the
facilities provided hereunder merely because of this contracting
initiative. The fact that no such conditions have been identified does
not warrant or guarantee that no possible hazard exists, that
work-around procedures will not be necessary, or that the facilities as
furnished will be adequate to meet the responsibilities of the PA.
Compliance with OSHA and other applicable laws and regulations for the
protection of employees is exclusively the obligation of the PA, and the
Government will assume no liability or responsibility for the PA's
compliance with such responsibilities, with the exception of the
aforementioned responsibility to make corrections according to approved
plans of abatement subject to RIA-wide priorities. Prior to any
modification of the facilities performed by the PA at his or her
expense, the PA must furnish the KO documentation describing, in detail,
the modification requested. No alterations to the facilities shall be
made without specific written permission from the KO; however, in the
case of alterations necessary for OSHA compliance, such permission will
not be unreasonably withheld. The PA shall return the facilities to the
Government in the same condition as received. Fair wear and tear and
approved modifications are expected. These facilities shall only be used
for performance of this PWS. The Government will provide maintenance and
repair of real property for facilities listed in TE-5.

**3.1.2 Government Furnished Equipment.** The Government will provide to
the PA property listed in the specific TE, to include Equipment
Authorization Inventory Data (EAID), non-EAID, and Automated Data
Processing Equipment (ADPE). Government furnished equipment shall be
managed IAW the provisions of applicable directives to include, but not
limited to*,* paragraph 2-5, Chapter 2, AR 735-5, *Policies and
Procedures for Property Accountability* (dtd 31 January 1998).

**3.1.2.1 Equipment Inventory.** The PA shall designate custodians and
alternates to receive and account for Government furnished EAID and ADPE
listed in the specific TE IAW paragraph 2-5, Chapter 2, AR 735-5,
*Policies and Procedures for Property Accountability* (dtd 31 January
1998). An inventory of Government furnished equipment shall be done not
later than 5 workdays prior to the start of the first performance period
and any options periods, and not later than 60 calendar days before
completion of the contract period (including any option periods). The PA
and a Government Representative (GR) (identified by the KO) shall
conduct a joint inventory of all Government furnished equipment listed
in the specific TE and shall jointly determine the working order and
condition of all equipment. Items of equipment missing or not in working
order shall be recorded and the KO notified in writing. During the joint
inventory, the KO will make the determination as to who shall replace
missing item(s) and repair items not in working order. The GR will give
disposition instructions for items beyond repair. The PA and the GR
shall certify their agreement as to the working order of the equipment.
If the PA does not participate in the inventory, the PA must accept as
accurate the listing and stated condition of equipment provided by the
Government. If the PA participates in the inventory, but does not agree
with the GR's determination as to the working order of the equipment,
this failure of the PA to agree on working order and defectives shall be
treated as a dispute pursuant to the clause of this solicitation
entitled "Disputes."

**3.1.2.2 Obtaining Replacement of Government Furnished Equipment.** The
PA shall submit requests for replacement of Government furnished EAID
and ADPE to the KO or other authorized personnel for processing. Such
requests shall specify the reason for the replacement request. Non-EAID
item replacement shall be at the PA's expense.

**3.1.2.3 Property Accountability.** By completion or extension of the
contract, a joint inventory of property shall be conducted by the PA and
a GR. The PA shall be liable for loss or damage to Government furnished
property beyond fair wear and tear according to the clause of the
contract, "Government Furnished Property." Compensation will be affected
either by reduced amounts owed to the PA or by direct payment by the PA;
the method will be determined by the KO. All property in need of
repairs/maintenance shall be repaired/maintained by the PA within 30
days of discovery, but before the joint inventory is made. All
repairs/maintenance not performed by the PA will be done at the
Government's option and at the PA's expense. In the case of damaged
property, the amount of compensation due the Government by the PA shall
be the actual cost of repair, provided such amount does not exceed the
economical repair value (75 percent of the costs to replace such item).
In the case of items lost or damaged beyond economical repair, the
amount of the PA's liability shall be the depreciated replacement value
of the item to be determined by the KO. Any failure of the PA to agree
with such determination shall be treated as a dispute pursuant to the
clause of this contract entitled "Disputes."

**3.1.2.3.1 High Value Items.** In case of loss or damage beyond
economical repair to certain high value items (value of \$1,000 or more)
listed in the specific TE, the amount of compensation which the PA is
liable to pay the Government shall be calculated according to the
following formula C = (RV-AS) -- (LE \[{RV-ES}/EL\])

Where:

C = Compensation

RV = Property Record Value (as shown in each TE)

AS = Actual Salvage Value (determined at time of damage or loss)

ES = Estimated Salvage Value. The estimated salvage value is obtained by
using Defense Property Disposal Office percentage-of-cost data if
available, or the best estimate from local market conditions. Estimated
salvage value is necessary because it is used in determining Total
Accrued Depreciation (bracketed portion of the formula).

EL = Estimated Life. Total estimated from new to planned salvage. (NOTE:
ESTIMATED LIFE IS NOT NECESSARILY THE SAME AS DEPRECIABLE LIFE. ESTIMATE
THE USEFUL LIFE OF THE PROPERTY).

LE = Life Elapsed. (Estimated Life less Remaining Life)

**3.1.2.3.2 Disposition of Property.** When Government property is
determined to be beyond economical repair (as defined in paragraph
3.1.2.3), it shall be certified by the QAE and reported to the KO for
disposition IAW Chapter 7, AR 725-50, *Requisitioning, Receipt, and
Issue System* (dtd 15 November 1995); paragraph 2-13, Chapter 2, AR
710-2, *Inventory Management Supply Policy Below Wholesale Level* (dtd
31 October 1997); and Chapter 15, Department of the Army (DA) Pamphlet
710-2-2, *Supply Support Activity System: Manual Procedures* (dtd
September 1998)*.* Upon completion of the contract, all remaining
Government property shall be reported to the KO according to FAR 45.6,
*Reporting, Redistribution, and Disposal of Contractor Inventory.*

**3.1.2.4 Property Leased by the Government**. The Government will
maintain and repair property leased/rented by the Government and
provided to the PA except that in the case of loss or damage beyond fair
wear and tear, the PA's liability shall be to reimburse the Government
for 100 percent of all expense incurred. The provisions of Government
lease agreements setting forth liability for loss or damage to lease
equipment will be made available for the PA's inspection upon request to
the KO. Property leased by the Government, which will be provided to the
PA, is listed in the specific TE.

**3.1.3 Government Furnished Materials.** The Government will furnish
the materials listed in the specific TE as specified. These materials
shall be jointly inventoried not later than 5 workdays before contract
start by the PA and a GR designated by the KO. Any missing items shall
be annotated on the inventory and the KO notified. Any disagreements
between the PA and the GR on the materials inventory shall be treated as
a dispute under the contract clause entitled "Disputes."

**3.1.3.1** Lost, stolen or damaged tools shall be replaced with ones of
equal quality by the PA. Normal wear and tear replacement will be
furnished by the Government. Fair wear and tear decisions will be made
by the QAE and KO. Conflicts shall be treated as a dispute under the
contract clause entitled "Disputes".

**3.1.3.2** At the completion of the contract period, the PA shall
return to the KO or other authorized Government personnel a like
inventory of the materials in the quantities originally furnished. The
PA and a GR shall perform a joint inventory not later than 10 working
days prior to the completion of the contract period. Any missing items
shall be annotated on the inventory and the KO notified. Any
disagreements between the PA and the GR on the inventory shall be
treated as a dispute under the contract clause entitled "Disputes".

**3.1.4 Government Furnished Records.** Records, files, documents, and
work papers provided by the Government or generated in support of this
contract shall be maintained IAW paragraphs 1.8 through 1.8.1.3 in
Section C-1 of this PWS. At the time of disposition, the PA shall box
records, files, documents and work papers; label the boxes according to
their contents; and return the boxes to the KO or other authorized
Government personnel.

**3.1.5 Government Furnished Software.** The Government will provide the
application software and any documentation associated with the automated
information systems currently being used. The Government will provide
operating system software. The PA shall be responsible for the
maintenance of and modifications to the software. The system software is
Government owned, as is the data that resides on the system. At the
completion of the contract period, all rights to the software
(maintained, modified, and developed) and all data files will be
released back to the Government.

**3.1.6 Equipment Maintenance.** The PA shall be responsible for
preventive and minor maintenance on Government furnished equipment.
Preventive and minor maintenance shall include cleaning, adjusting,
maintaining fluid levels, tightening of nuts and bolts, refilling or
replacing toner cartridges, and operator preventive maintenance.
Documentation and submission of warranty claims to equipment suppliers
shall be the responsibility of the PA.

**3.2 Government Furnished Services.**

**3.2.1 Utilities.** The Government will furnish gas, fuels,
electricity, water, sewage, heating, and compressed air for facilities
listed in the specific TE.

**3.2.2 Postal.** The Government will provide on-site mail distribution
for correspondence related to performance under the terms of this PWS at
Rock Island Arsenal (RIA). The number and place of pickup/delivery
points will be determined by the Government.

**3.2.3 Telephones and Telephone Service.** The Government will provide
existing Class \'A\' telephone services access to include unsecured
voice, dial up switched communication service, Defense Information
Switched Network (DISN) and Federal Telecommunications System (FTS) 2001
for work performed under the terms of this PWS at RIA. Commercial long
distance service shall be at the PA's expense.

**3.2.4 Custodial Services.** The Government will provide custodial
services for the facilities listed in the specific TE to the extent
provided in the RIA custodial-service contract(s).

**3.2.5 Refuse Collection.** The Government will provide for refuse
service to the extent provided in the RIA refuse collection contract(s).
The PA shall follow guidelines established by applicable regulations
regarding the proper use of dumpsters. The PA shall not dump prohibited
items in dumpsters, including, but not limited to, paint, hazardous
waste, regulated medical waste, and liquids. The PA shall comply with
all RIA recycling programs.

**3.2.6 Public Works.** The Government will provide on-site fire
prevention and protection, inspection and maintenance of Government
furnished fire extinguishers and systems, pest control, and grounds
maintenance. The telephone numbers of the RIA Fire Department are 911
for emergencies and 782-2911 for routine calls.

**3.2.7 Insect and Rodent Control.** The Government will provide insect
and rodent control services for the facilities listed in the specific
TE. All requests shall be coordinated with the KO or other authorized
Government personnel.

**3.2.8 Emergency Medical Services.** The Government will provide, to
the extent available, emergency medical treatment and emergency patient
transportation service for PA personnel who are injured or become
critically ill during performance of this contract. The PA shall
reimburse the Government for the cost of medical treatment and patient
transportation service at the current inpatient or outpatient rate, as
appropriate.

**3.2.9 Security Police.** The Government will provide general on-site
Security Police service at RIA. Security police phone extension is 911
for emergencies and 782-2846 for routine calls.

**3.2.10 Reserved**

**3.2.11 Reserved**

**3.2.12 Reproduction Services.** The Government will provide copiers to
the PA for reproduction of official documents. For large print jobs
(usually 100 or more pages), the PA will give the required documents and
information to the Defense Printing Service for reproduction.

**3.3 Vehicles/Mechanized Material Handling Equipment (MMHE).** The
Government will provide, for the PA's use in performance of this
contract, the vehicles/MMHE listed in the specific TE. The PA shall
designate a primary and alternate Vehicle Control Officer (VCO) for each
function with assigned Government vehicles to receive and account for
all Government furnished vehicles. Vehicles/MMHE shall be managed
according to AR 58-1, *Management, Acquisition, and Use of Motor
Vehicles* (dtd January 2000); AR 600-55, *The Army Driver and Operator
Standardization Program (Selection, Training, Testing, and Licensing)*
(dtd 31 December 1993); and AR 750-1, *Army Material Maintenance Policy
and Retail Maintenance Operations* (dtd July 1996).

**3.3.1 Vehicle/MMHE Maintenance.** For Government furnished
vehicles/MMHE, the Government will provide all scheduled and unscheduled
maintenance. The PA shall perform operator's maintenance and deliver its
assigned Government furnished vehicles/MMHE to the on-site vehicle
maintenance facility for required maintenance.

**3.3.2 Fuel and Oil.** The Government will furnish all fuel, engine
oil, and related petroleum products for Government furnished
vehicles/MMHE for the performance of the instant contract. The PA shall
use paragraphs 12-27, Section VIII, Department of Army (DA) Pamphlet
710-2-1, *Using Unit Supply System (Manual Procedures)* (dtd 31 December
1997), and paragraphs 26-4, Section II, Chapter 26, DA Pamphlet 710-2-2,
*Supply Support Activity System: Manual Procedures* (dtd September 1998)
to obtain and issue required fuel and oil products.

**3.3.3 Vehicle Authorization Changes.** The PA shall request required
vehicle authorization changes from the Vehicle Operations and
Maintenance PA. The Government will perform an annual vehicle review and
readjust authorizations accordingly.

4.  **Property Control Procedures.** The PA shall establish a written
    property control system IAW FAR 52.245-2, Technical Exhibits, sound
    business practice, FAR Part 45, and property regulations under this
    solicitation. The property control system shall include a PA
    maintained record system of all inspections, maintenance, and repair
    actions for each piece of GFE. The record system shall include the
    date of the action, the GFE inspected, maintained, or repaired and a
    description of the specific actions taken. The PA shall submit a
    written property control plan to the KO for review and approval 30
    calendar days prior to the start of the contract performance period.

**3.5 Forms And Publications.** The Government will initially provide
the forms and publications listed in Section C-6 expressly required to
perform the work in this PWS. The PA shall establish forms and
publications distribution requirements with the Government. This will
ensure the PA receives updates to documents listed in Section C-6.

# Section C-4, Performing Activity (PA) Furnished Items And Services

## 

**4.1 General Information.** Except for those items or services
specifically stated to be Government furnished in Section C-3, the PA
shall furnish everything needed to perform required services of this PWS
according to all its terms.

2.  **Minimum Quality/Timeliness Standards.** See Section C-5, and
    Technical Exhibit (TE) 1, Performance Requirements Summary (PRS),
    for applicability.

**4.3 Purchases of Equipment**. If PA purchases equipment for the
purpose of performing the instant contract, the Government shall have
the unilateral option to purchase such equipment at a fair and
reasonable price to ensure the continuous and uninterrupted operations
of the services required under the instant contract or a successor
contract(s).

**Section C-5, Information Technology**

**5. Information Technology.** The Performing Activity (PA) shall
provide personnel, equipment, tools, materials, supervision, and other
items and services necessary to perform the Information Technology
support functions as defined in this Performance Work Statement (PWS)
except as specified in Section C-3 as Government furnished property and
services for Rock Island Arsenal (RIA), Rock Island, Illinois. The PA
shall perform to the standards in this PWS. Customer entities currently
supported are identified at Technical Exhibit (TE) 9 and historical and
projected quantities of work are listed in TE-2. Customer entities are
subject to change during contract execution. Reference Section B for
Government rights to renegotiate as a result of workload fluctuations.
Reference should be made to Section C-2 for Acronyms and Definitions,
and Section C-6 for Applicable Publications and Forms. Section C-6
identifies the current version of applicable documents. The PA shall
adhere to the most recent versions of regulations and implementing
guidance as published. The PA shall facilitate, manage, and operate
Information Technology functions in support of RIA and customers
requiring service. Information Technology disciplines include
automation, telecommunication, visual information, and printing and
publications. The PA shall assist in the planning, organizing, and
directing of the Rock Island site information architecture. Government
furnished items offered in support of the Information Technology
section, and all services within, are detailed at: TE-3, Government
Furnished Equipment (GFE); TE-4, Government Furnished Materials (GFM);
TE-5, Government Furnished Facilities (GFF); and TE-6, Government
Furnished Software (GFS).

**5.1 General Information Technology Requirements.** The PA shall comply
with the general Information Technology requirements identified below
for the services detailed within the PWS. The PA shall comply with the
DA Web Site *Joint Technical Architecture-Army* *Version 6.0* (dtd 7
July 2000). Upon contract award, the Contracting Officer (KO) or
authorized Government personnel, will provide to the PA an up-to-date
matrix of Information Technology customers and the services to which
they are entitled from the PA. The KO or authorized Government personnel
at any time during contract execution may update this matrix. Upon
dispatch of any work request, the PA shall use the matrix to validate
the customer's entitlement to services. The PA shall bring requests that
do not fall within the scope of this matrix to the attention of the KO
or authorized Government personnel for approval, in writing within 1
workday, of dispatch of the request.

**5.1.1 Hours of Operation .** All references to time within the PWS
shall be considered Central Time. The PA shall provide Information
Technology services during normal duty hours unless otherwise noted.
Normal duty hours are defined as Monday through Friday 0600-1630, except
holidays. The PA shall provide emergency after-hours support during
non-duty hours, Saturdays, Sundays, and holidays. During business hours,
the PA shall ensure response to all customer contacts, for example,
telephone, facsimile or E-mail, within one work hour of dispatch.

**5.1.2 Contract Documentation.** The PA shall maintain all data
developed in support of this contract (to include automated
repositories) by fiscal year for the life of the contract.

**5.1.2.1 Workload Data.** For each of the workload data items included
or referenced within TE-2, the PA shall maintain up-to-date information
by customer organization. Customer organization shall be recorded at the
Directorate level for Rock Island Arsenal customers and whenever
possible for all other customers. This data shall be maintained in an
automated database(s), and shall be provided to the KO or authorized
Government personnel every 6 months or upon request. The PA shall ensure
the KO or authorized Government personnel has the access and capability
necessary to query and produce reports from the system(s) that include
this data.

**5.1.2.2 Labor Data.** The PA shall record all actual labor expended in
support of each sub-Contract Line Item Number (sub-CLIN) by customer
organization. Customer organization shall be recorded at the Directorate
level for Rock Island Arsenal customers and whenever possible for all
other customers. This data shall be maintained in an automated
database(s), and shall be provided to the KO or authorized Government
personnel every 6 months or upon request. The PA shall ensure the KO or
authorized Government personnel has the access and capability necessary
to query and produce reports from the system(s) that include this data.

**5.1.2.3 Customer Satisfaction Data.** Within 60 days of award of
contract, the PA shall develop and deliver to the KO or authorized
Government personnel a customer satisfaction survey that addresses each
service identified within the PWS at level 5.x.x. Surveys will be
developed using a numbering scale of 1, being worst, to 5 being best.
The KO or authorized Government personnel must review and approve all
customer surveys. Each quarter, the KO or authorized Government
personnel will provide current customers with customer surveys. Failure
to achieve an average of 3 (satisfactory) for any survey question will
be considered a condition endangering performance of the contract.

**5.1.3 Work Order System.** The PA shall maintain an automated database
work order system(s) for workload tracking including all data fields
listed at TE-8, Attachment A. The PA shall make the information
available to the KO or authorized Government personnel and customer
organizations upon request (may require verbal, written, or automated
access to the information) within 1 workday of dispatch of the request.
The PA shall ensure the KO or authorized Government personnel has the
access and capability necessary to query and produce reports from the
system(s) that include the data elements described in TE-8, Attachment
A. Standards for completion of work orders are based on the time of
dispatch. 'Dispatch' as used in the PWS in reference to work orders is
defined as: the time and date that a request/work order leaves the
requester; e.g. when E-mail is sent; when voicemail message is left;
time phone call is placed, when walk-in visitor arrives.

**5.1.3.1 Work Order Transactions.** The PA shall ensure that all
customer requests for IT services and remedial maintenance (customer or
PA initiated) actions are entered into the work order system(s) within
one workday of dispatch of the request. Preventative maintenance shall
not be included in the work order system. Work orders directly related
to a national emergency do not fall into work order priority definitions
provided in Section C-2 and shall be considered highest priority. The PA
shall verify with the customer that work order needs were met and shall
update the work order database to reflect a complete or resolved work
order.

**5.1.3.2 Work Order Estimating and Approval.** The PA shall obtain KO
or authorized Government personnel approval prior to initiating work on
any work order transaction exceeding an estimated total of 40 hours. The
PA shall bring these work orders to the attention of the KO or
authorized Government personnel, in writing, within 1 workday of
dispatch of request, before proceeding with the work.

**5.1.4 Implement New Technologies.** The PA shall project manage and
implement new technologies needed to support the varied business needs
of the customers. Implementation may be installation-wide or customer
specific. In order to meet the customer needs, the PA shall remain
abreast of current and emerging horizon technology and provide
proactive, as well as customer requested, recommendations.

**5.1.4.1 Technology Project Implementations**. The PA shall implement
technologies and configurations in accordance with (IAW) KO or
authorized Government personnel approved plans and milestones.
Implementation shall be accomplished to minimize the downtime to the
customers and shall comply with the install and update procedures
identified in Section 5.1.5.

**5.1.4.2 Technology Research.** For each Information Technology service
identified within this PWS, the PA shall research and analyze current
and horizon software and hardware configurations and technologies that
could be implemented to improve the current RIA technology
infrastructure. Research and analysis shall include potential hardware
and software upgrades on personal computers (PCs) and the efficient
utilization of Government resources.

**5.1.4.3 Research Documentation**. On the first workday of each quarter
or upon KO or authorized Government personnel request, the PA shall
compile the research and analysis and submit an electronic document that
addresses services identified within the PWS at level 5.x.x.
Documentation shall include assessment of costs, benefits (economic and
other), risks, and implementation issues (to include any customer
impacts). The documentation shall include applicable design
specifications (to include configurations), acquisition plans, test
plans, implementation plans (to include documentation requirements) with
milestones, and maintenance plans. Documentation shall include any
recommendations regarding new or existing licensing agreements.

**5.1.5 System Software and Hardware Maintenance, Upgrades, and
Installs.** The PA shall comply with Policy Memorandum #99-02, *United
States (U.S.) Army Materiel Command (AMC) Policy on Command and Control
Protect (C2P) Tools Kit* (dtd 23 March 1999). The PA shall prepare a
deficiency report to document updates that could not be successfully
applied. The report shall identify actions taken and provide
recommendations. The PA shall submit the report to the KO or authorized
Government personnel within 1 workday of problem detection.

**5.1.5.1 System Hardware Upgrades and Installs.** The KO or authorized
Government personnel is responsible for determining upgrades for system
hardware provided as GFE. Upon approval or direction from the KO or
authorized Government personnel, the PA shall install and ensure
operability of hardware upgrades or installs within the time frame and
guidelines established by the KO or authorized Government personnel.

**5.1.5.2 System Software Upgrades and Installs.** The KO or authorized
Government personnel is responsible for determining upgrades and
installations for system software provided as GFS. Upon approval or
direction from the KO or authorized Government personnel, the PA shall
install and ensure operability of software upgrades, new releases,
versions, and patches within the time frame and guidelines established
by the KO or authorized Government personnel.

**5.1.5.3 Version Awareness.** The PA shall monitor for new upgrades,
releases, version updates, service packs, or patches that would improve
the current system environment, be required to meet security
requirements, are recommended by the vendor, or resolve an outstanding
issue. The PA shall bring such notifications to the KO or authorized
Government personnel, in writing, within 3 workdays of issue by the
vendor.

**5.1.5.4 System Hardware and Software Maintenance.** The KO or
authorized Government personnel shall implement and administer
maintenance contracts for GFE and GFS used in support of this contract.
When vendor-supplied maintenance is required, the PA shall contact the
vendor and work with them through problem resolution. On the third
workday of each month, the PA shall provide the KO or authorized
Government personnel a report detailing all contact with maintenance
vendors with a description of the problem as well as corrective actions
taken.

**5.1.6 Staff Support.** The PA shall gather information and generate
reports as requested by the KO or authorized Government personnel.
Information shall be provided to the KO or authorized Government
personnel within dictated guidelines and time constraints. Examples of
staff support include acquisition support documentation, resource
planning, response to audits, and response to higher headquarters
requests. The PA shall ensure a subject matter expert(s) attends
meetings on-site within one workday of KO or authorized Government
personnel request.

**5.1.7 Computer Security.** The PA shall provide computer security
services, a Continuity of Operations Plan (COOP), network security, and
virus protection. The PA shall comply with AR 380-5, *Department of the
Army Information Security Program* (dtd

25 February 1988); AR 380-19, *Information Systems Security* (dtd 27
February 1998);

AR 380-53, *Information Systems Security Monitoring* (dtd 29 April
1998); AR 380-67, *Personnel Security Program* (dtd September 88);
Department Of Defense (DOD) *Web Site Administration Policies and
Procedures* (dtd 25 November 1998); AR 25-1, *The Army Information
Resources Management Program* (dtd 15 February 2000); and Industrial
Operations Command Supplement to Army Materiel Command *Information
Operations Condition Plan* (dtd 1 June 1999). Upon written request from
proper legal authority the PA shall provide assistance to the requesting
office as required.

**5.1.7.1 Sensitivity Designation Requirements.** The PA employees
performing work requiring an Automatic Data Processing (ADP) - Level I
sensitivity designation shall have successfully passed a Single Scope
Background Investigation (SSBI). The PA employees performing work
requiring an ADP - Level II sensitivity designation shall have
successfully completed a National Agency Check (NAC) or National Agency
Check with Written Inquiries (NACI) investigation. All other PA
employees must meet ADP - Level III requirements. The PA shall follow
paragraph 2-14, Chapter 2, AR 380-19, *Information Systems Security*
(dtd

27 February 1998) and Appendix K, AR 380-67, *Personnel Security* (dtd 9
September 1988).

**5.1.7.2 Systems Administrator Certification Requirement.** Prior to
performing systems administration and network management functions, the
PA shall be certified IAW AMC Policy Memorandum 98-01, *Information
Systems Security (ISS) Certification and Training Policy/Guidance*.

**5.1.7.3 Continuity of Operations Plan (COOP).** The PA shall maintain
and execute the COOP and staff-related requirements to higher
headquarters as identified by the customers. The PA shall provide COOP
requirements as directed by AMC IAW Department of Army (DA) Pamphlet
25-1-1, *Installation Information Services* (dtd 27 August 1991) and DOD
Directive 5200.28, *Security Requirements for Automated Information
Systems (AIS)* (dtd 21 March 1988). Updates shall be performed annually.
The PA shall document the customer input and the date the package was
sent to higher headquarters.

**5.1.7.4 Intrusion Surveillance.**

**5.1.7.4.1 Audits.** The PA shall establish and maintain an audit
review process. Audit trails shall document the identity of each person
and device accessing the AISs; dates and times of access; user activity
sufficient to ensure user actions are controlled and open to scrutiny;
activities that might modify, bypass, or negate safeguards controlled by
the AIS; and security-relevant actions associated with periods of
processing of changing the security levels or categories of information.
The PA shall review audit reports each workday for attempted and
successful intrusions. If suspicious activity is detected, the PA shall
perform incident reporting IAW Section 5.1.7.4.2 of this PWS.

**5.1.7.4.2 Incident Reporting.** An incident is any suspicious activity
leading the PA to believe unauthorized access was attempted, has
occurred, or will occur. If the cause of the incident can be directly
attributed to administrative error and readily corrected, then
notification to the KO or authorized Government personnel is not
required. Otherwise, the incident shall be reported in writing to the KO
or authorized Government personnel within 24 hours of discovery of
suspected or actual incident. The report provided shall include a brief
statement containing the location affected, system, a description of the
incident, action taken, and point of contact (POC). Examples of the
types of incidents that shall be reported include:

-   Known, suspected, or attempted intrusions into Army AISs to include
    alerts by Network Intrusion Detection (NID) systems installed to
    detect "hackers"

-   Unauthorized access to data, files, or menus by users

-   Indications of unauthorized users attempting access, unexplained
    modifications of files or unrequested "writes" to media

-   Unexplained output received at a terminal or abnormal system
    response

-   Inconsistent or incomplete security marking on output

-   Malicious software

The PA shall provide related information to the KO or authorized
Government personnel. The PA shall ensure that available audit trail
information is maintained until the incident is resolved. The PA shall
adhere to paragraph 2-27, Chapter 2, AR 380-19, *Information Systems
Security* (dtd 27 February 1998).

**5.1.7.5 Security Patches and Updates.** Upon KO or authorized
Government personnel approval or direction, the PA shall implement new
security requirements and systems directed by higher headquarter
organizations and security organizations, e.g., R-CERT, Army Computer
Emergency Response Team (ACERT), Army Network Systems Operations Center
(ANSOC). Requirements shall be implemented IAW the time frame and
guidelines dictated by the KO or authorized Government personnel.

**5.1.7.6 Conduct Reviews for User Identification (User-id)
Inactivity.** The PA shall conduct semi-annual reviews of all user-ids
and identify those that have not been accessed within the previous 6
months. All inactive user-ids shall be removed from all impacted systems
within 3 workdays of completion of the review. The PA shall follow
paragraph 2-14, Chapter 2, AR 380-19, *Information Systems Security*
(dtd 27 February 1998). All removals shall be documented and kept on
file by fiscal year for the life of the contract.

**5.1.8 Password Authentication System.** The PA shall utilize an
authentication system approved by the KO or authorized Government
personnel to verify the requester identification before issuing any
user-id and password. System password controls and system access
services shall be provided IAW Chapter 2, paragraph 2-14 and 2-16, and
Appendix G, Sections 1 and 2, AR 380-19, *Information Systems Security*
(dtd 27 February 1998). The PA shall update all systems impacted by new
user-ids within 2 workdays of dispatch of the request.

**5.1.9 Provide System Accreditation and Reaccreditation.** The PA shall
provide system accreditation before any system to be used in support of
this contract is functioning IAW Chapters 3 and 5, and Appendices D and
E, AR 380-19, *Information Systems Security* (dtd 27 February 1998) and
DOD Instruction 5200.40, *DOD Information Technology Security
Certification and Accreditation Process* (dtd December 1997). The PA
shall reaccredit all systems every 3 years or at the direction of the KO
or authorized Government personnel. The PA shall maintain documentation
of all accreditation and reaccredidation packages by fiscal year for the
life of the contract. The PA shall prepare risk assessments as required
and by suspense date assigned.

**5.2 Telecommunications**

**5.2.1 Telecommunications Local Area Network (LAN) Services**. The PA
shall provide access to the physical RIA LAN (additional background
provided at TE-8, Attachment B), including management, sustainment, and
operations. This service also includes support for high frequency
transceiver, satellite services, and radio frequency (RF) management.
The PA shall provide relocations and new installations of LAN. The PA
shall perform all work IAW the Institute of Electrical and Electronics
Engineers (IEEE) 802.3 and 802.5, Asynchronous Transfer Mode (ATM) Forum
ITU-T (International Telecommunications Union - Telecommunications
Standardization Sector) standards, and ANSOC bulletins.

**5.2.1.1 Access to LAN/Wide Area Network (WAN).** The PA shall maintain
data communications equipment (DCE) and infrastructure consisting of
ATM, LAN Emulation, shared and switched Ethernet, fast Ethernet, and
fiber distributed data interface communications topologies. These
topologies consist of RF dual-coaxial broadband, level 5 Unshielded
Twisted Pair, and Single-mode and Multi-mode fiber optic cabling media.
Network protocols utilized include Transmission Control Protocol
(TCP)/Internet Protocol (IP) Sequenced Packet Exchange (SPX), NetBios,
Extended User Interface, and Systems Network Architecture. Transmission
facilities include private virtual circuits, virtual lines, and dial-in.
The PA shall provide moves, adds, changes, installs, de-installs, and
upgrades of hardware circuits, modems, channel service units/data
service units, front end processors, multiplexors, routers, bridges,
switches, protocol converters, test equipment, cabling, and software
installation and testing as required by users. The PA shall maintain
current dial-in capabilities for access to on-site computer resources
and ensure dial-in capabilities and access to Cisco Terminal Access
Server and Shiva for user-id verification. The PA shall ensure that
network access is in compliance with the Domain Name Services zoning
requirements set forth by the ANSOC.

**5.2.1.1.1** Using KO or authorized Government personnel approved
software, the PA shall implement and utilize the network management
systems to monitor the operational status of the network and to collect
statistics on bandwidth utilization.

**5.2.1.1.2** Upon approval or direction from the KO or authorized
Government personnel, the PA shall perform physical implementation of
all network components to include network wiring, data communications
equipment, network management (hardware and software), and various
LAN/WAN components within 2 workweeks of receipt of equipment.

**5.2.1.1.3** The PA shall evaluate and recommend remote site access
requirements where high-speed networking topologies are not available
within 2 workweeks of customer request.

**5.2.1.1.4** The PA shall analyze LAN/WAN network topology design and
bandwidth requirements necessary to maintain efficient network
operations. Network load and Central Processing Unit (CPU) utilization
shall not exceed 80 percent of CPU capacity or bandwidth of the network
segments. If utilized bandwidth is over 80 percent, the PA shall notify
the KO or authorized Government personnel in writing within 1 workday of
incident and provide recommendations for correcting problem(s). If the
CPU utilization on the DCE is over 80 percent for more than 3
consecutive days, the PA shall notify the KO or authorized Government
personnel in writing and provide recommendations for correcting
problem(s).

**5.2.1.1.5** For unscheduled network outages, if the network is
operable, the PA shall notify respective customers, via Electronic mail
(E-mail), at least 15 minutes prior to taking the network down. The PA
shall coordinate the time with the KO or authorized Government personnel
and notify affected organizations (specific points of contact that will
be provided by the KO or authorized Government personnel) of
unanticipated downtime, or within 30 minutes after a network outage is
discovered. The PA must obtain approval for scheduled maintenance from
the KO or authorized Government personnel in as far in advance as
possible and shall notify respective customers of scheduled maintenance,
via E-mail, within 1 workweek of scheduled work.

**5.2.1.1.6** The PA shall maintain Government approved Network
Management Systems, which includes an enterprise management system
utilizing Simple Network Management Protocol for management protocol
support. The PA shall maintain a real time map of the physical network
for monitoring and troubleshooting purposes. In addition, the PA shall
review the automated network maps by the fifth workday of each month to
ensure accuracy and integrity. The PA shall maintain documentation
necessary to provide an accurate "picture" of the network topology. This
includes all DCE location, cabling information, and IP address. Changes
shall be reflected in the documentation within 1 workweek of change. The
PA shall identify any uncharted outside plant (as defined in Section
5.2.1.1.9) cable and its location to the Directorate of Public Works
within 1 workweek of discovery.

**5.2.1.1.7 Availability of LAN.** The PA shall ensure DCE and software
is operational and available for network customers 100 percent between
0600-1800, Monday through Friday. The PA shall ensure DCE is operational
and available for network customers 98.5 percent between 1800-0600,
Monday through Friday, and 24 hours a day on Saturdays, Sundays, and
holidays.

**5.2.1.1.8** **LAN/WAN (Including Terminal Server Access Controller
System \[TSACS\]) Work Orders.** In accordance with work order
priorities (priority definitions provided in Section C-2), the PA shall
complete work orders based on the following priority time frames:
Priority 1 within 2 work hours of dispatch, Priority 2 within 4 work
hours of dispatch, and Priority 3 within 8 work hours of dispatch.
Priority 4 through 5 does not apply.

**5.2.1.1.9** **Communications.** The PA shall maintain outside plant
and inside plant equipment. "Outside Plant" is defined as including all
cable, pedestals, terminal, and miscellaneous equipment up to and
including the protection modules to the communications closets. "Inside
Plant" is all communications equipment used from the communications
closets to the customers. It includes all distribution cable terminals
and cross-connects inside the building. The PA shall perform work IAW
industry standards to include American National Standards Institute
(ANSI)/Telecommunications Industry Association (TIA)/Electronics
Industry Alliance (EIA) Building Telecommunications Wiring Standards,
National Electrical Code (NEC), and IEEE 802.3 and 802.5. The work order
priorities defined in Section C-2 do not apply to the Communications
Section of Telecommunications LAN Service.

**5.2.1.1.9.1 Installation, Move, or Remove LAN Lines.** Upon dispatch

of a work order request, the PA shall install, move, or remove a LAN
unit (unit is a LAN line moved or installed). Each unit shall not exceed
60 minutes to complete.

**5.2.1.1.9.2 Repair Requests.** The PA shall ensure data line repair
requests are entered into the work order system. The PA shall complete
each work order within 2 work hours of dispatch of request.

**5.2.1.1.9.3 Cable Locating Request.** The PA shall ensure cable
locating requests are entered into the work order system. The PA shall
locate and mark buried communication cables IAW OSHA and industry
standards. The markings shall be clearly visible from a distance of 30
feet. The PA shall mark cables within 2 work hours of dispatch of work
order. The PA shall not use permanent enamel spray paint for marking of
cables.

**5.2.1.1.9.4 Maintain Communications Equipment.** The PA shall conduct
inspections of RIA communications manholes by the third workday of each
month. In addition, the PA shall conduct additional inspections if
weather conditions could cause water levels to rise. The PA shall ensure
that the cable enclosures within the communications manholes are
protected from the environment and free of moisture and corrosion. The
PA shall remove all debris from communications manholes and water that
exceeds 6 inches in depth. When performing this service, the PA shall
adhere to all Occupational Safety and Health Administration (OSHA)
requirements.

**5.2.1.2 High Frequency Transceiver Maintenance.** The PA shall provide
high frequency transceiver preventive and remedial maintenance IAW AR
25-1, *The Army Information Resources Management Program* (dtd 15
February 2000). In accordance with the workload priorities identified in
Section C-2, the PA shall complete work orders based on the following
priority time frames: Priority 1 through 3 within 4 work hours of
dispatch, and Priority 4 through 5 within 8 work hours of dispatch.

**5.2.1.3 Satellite Maintenance.** The PA shall provide satellite
preventive and remedial maintenance. In accordance with the work order
priorities identified in Section C-2, the PA shall complete work orders
based on the following priority time frames: Priority 1 through 3 within
4 work hours of dispatch, and Priority 4 through 5 within 8 work hours
of dispatch.

**5.2.1.4 Radio Frequency (RF) Management Services.** The PA shall
provide RF management services IAW AR 5-12, *Army Management of The
Electromagnetic Spectrum*, (dtd 1 October 1997). The PA shall serve as a
liaison between RIA installation customers and the Army Frequency
Management Office. The PA shall ensure RF management work requests are
entered into the work order system. In accordance with the workload
priorities identified in Section C-2, the PA shall complete work orders
based on the following priority time frames: Priority 1 through 3 within
4 work hours of dispatch and Priority 4 through 5 within 8 work hours of
dispatch. The PA shall notify respective customers, via E-mail, of
changes in service within 1 workday of notification from the KO or
authorized Government personnel. Upon request, the PA shall conduct
audit(s) of RFs and provide a written response containing findings,
justifications, and corrective actions required, within 10 workdays of
request, to the KO or authorized Government personnel.

**5.2.2 Telecommunications (Telecom) Switched Services.** The PA shall
provide access to physical RIA voice network including management,
sustainment, and operations. This service includes support for the
Lucent Definity G2.2 and G3 telephone switches, multi-point control unit
(video bridge), Digital Conferencing and Switching System (audio
bridge), voice mail system, key systems, Lucent call management system,
Automated Directory and Answering Systems (ADAS), Call Accounting
System, and voice terminals. The PA shall provide relocations and new
installations of voice network service and individual switched services.
The PA shall install, maintain, and provide access to the commercial
network interface. The PA shall support the 911 emergency system. The PA
shall install and maintain direct outward dialing, direct inward
dialing, Federal Telecommunications System (FTS) 2001, and Defense
Information Switched Network (DISN) lines. The PA shall use TN 2198
Integrated Services Digital Network (ISDN) U-interface circuit cards.
The PA shall be certified in Lucent G2 and Lucent G3 switch
administration and world class routing, Lucent multi-point control with
Conference Reservation and Control System (CRCS) administration, and
Octel voice mail maintenance administration. The PA shall maintain
outside plant and inside plant equipment as defined in Section
5.2.1.1.9. The PA installers shall have proof of registration or
certification in industry standards to include ANSI/TIA/EIA, Building
Telecommunications Wiring Standards, NEC, and IEEE 802.3 and 802.5.

**5.2.2.1 Availability of Switched Services Networks.** The PA shall
ensure switched service networks are operational and available for
customers' use 100 percent between 0600-1800, Monday through Friday. The
PA shall ensure switched service networks are operational and available
for customers' use 98.5 percent between 1800-0600, Monday through
Friday, and 24 hours a day on Saturdays, Sundays, and holidays.

**5.2.2.2** **Switched Service Requests.** The PA shall ensure customer
requests for switched services are entered into the work order system.
The work order priority definitions provided in Section C-2 do not apply
to these services; therefore, the PA is responsible for providing these
services within the time frames, based upon the dispatch of a request,
established in Table C-5-1.

Table C-5-1: Switched Service Requests

  ----------------- ------------------- ------------------- --------------
  Service Provided  Additional          Unit Definition     Completion
                    Description                             Time After
                                                            Dispatch

  Individual Switch N/A                 Switch service      Each unit
  Services                              added/              shall not
                                        modified/deleted    exceed 1 work
                                                            hour

  Installations or  Installations or    Call management     Each unit
  Moves of Call     moves shall include unit installed or   shall not
  Management Unit   system              moved               exceed 1 work
                    configuration and                       hour
                    physical connection                     
                    to customer                             

  Installations or  N/A                 Voice mailbox       Each unit
  Moves of Voice                        installed or moved  shall not
  Mail Services                                             exceed 1 work
                                                            hour

  Provide Customer  Provide on-site or  Voice mailbox       1 workday
  Training on Voice written             installed or moved  after
  Mail Capabilities documentation on                        installation
                    configuration and                       of new voice
                    use of individual                       mailbox.
                    mailboxes                               

  Installation or   N/A                 A terminal          Each unit
  Moves of Analog                       installed or moved  shall not
  and Digital                                               exceed 1 work
  Terminals                                                 hour

  ISDN Line Moves   N/A                 Each line moved     Each unit
                                                            shall not
                                                            exceed 1 work
                                                            hour

  Installations or  Installation shall  Each line installed Installation
  Moves of Desktop  include connection  or moved            and testing
  Video (DTV)       of equipment to DTV                     completed
                    network,                                within an
                    programming of                          average of 8
                    inverted                                work hours
                    multiplexor, as                         
                    necessary, and                          
                    testing of                              
                    equipment and                           
                    circuits.                               

  Installation and  Coordinate with     A commercial line   Work Order
  Maintenance of    commercial vendors  installed or        completed
  Commercial and    on installation of  maintained.         within 1
  Federal Voice and voice services to                       workday
  Data Lines        residences located                      
                    on the installation                     
  ----------------- ------------------- ------------------- --------------

**5.2.2.3** **Telephone Service Repair Requests**. The PA shall record
repair requests for switched services into the work order system. The
work order priority definitions provided in Section C-2 do not apply to
these services. The PA shall complete each repair work order within 2
work hours of dispatch of request.

**5.2.2.4 Cable Locating Request.** The PA shall ensure cable locating
requests are entered into the work order system. The PA shall locate and
mark buried communication cables IAW industry standards. The markings
shall be clearly visible from a distance of 30 feet. The PA shall mark
cables within 2 work hours of dispatch of request. The PA shall not use
permanent enamel spray paint for marking of cables.

**5.2.2.5 Inspect and Maintain Batteries.** The PA shall visually
inspect the telephone switch batteries for leakage and adequate water
levels by the fifth workday of each month and determine proper
corrective action and correct any deficiencies. The PA shall test cell
temperature, cell voltage, clean batteries, and check and tighten
terminal connections once a quarter and perform any corrective actions
necessary. The PA shall update maintenance logs within 1 workday of
inspections.

**5.2.2.6 Maintain Direct Current (DC) Rectifiers.** The PA shall
inspect and maintain DC rectifiers located in both dial central offices
each workday. The PA shall balance DC voltage and amperage as needed. DC
voltage on each module shall be maintained at 48 volts, plus or minus 5
volts. DC amperage on each module shall be maintained at 52 amps, plus
or minus 5 amps.

**5.2.2.7 Provide Audio Conferencing Services.** The PA shall ensure
customer requests for audio conference reservations are entered into the
work order system. The PA shall ensure the conference reservation is
entered into the audio conferencing system at the time of the request.
The PA shall provide customers with the conference access code and
assist customers in establishing conferences, to include both
\"meet-me\" and operator-assisted. The PA shall ensure that audio
conferencing services are operational and available for customers' use
100 percent 24 hours a day, 7 days a week.

**5.2.2.8 Provide Telephone Operator Services.** The PA shall provide
telephone operator services 24 hours a day, 7 days a week. Telephone
operator services include directory assistance, call transfers,
assisting with Continental U.S. (CONUS) and Outside CONUS (OCONUS) long
distance calls, and placing emergency calls. The PA shall answer 100
percent of the calls. The average wait time for operator assistance
calls shall not exceed 30 seconds per call.

**5.2.2.9 Provide Automated Telephone Directory.** The PA shall maintain
an up-to-date automated telephone directory. The PA shall update
telephone directory information on the RIA web directory homepage within
1 workday of telephone number changes. The PA shall provide telephone
number changes to the RIA E-mail administrator within 1 workday of
notification.

**5.2.2.10 Provide 911 Emergency Service Support.** The PA shall provide
911 emergency service support to the RIA Fire and Police Departments.
The PA shall maintain the 911 dial plan capabilities and provide
up-to-date directory information, at a minimum, once a week. The PA
shall maintain connectivity of commercial emergency number to RIA
residences. The PA shall provide 911 emergency service support 24 hours
a day, 7 days a week.

**5.2.2.11 Provide Telephone Billing Data.** The PA shall process
telephone switch data and prepare telephone bills for long distance
telephone calls for RIA and each tenant supported by the RIA voice
network. Telephone bills shall include information identifying
organization, total usage, and total cost for each month. The PA shall
provide this billing data to the KO or authorized Government personnel
by the third workday of each month. Billing data shall be furnished
using the media (electronic or hard copy) required by the KO or
authorized Government personnel.

**5.2.2.12 Provide Telephone Usage Reports.** The PA shall ensure all
requests for telephone usage reports are entered into the work order
system.

**5.2.2.12.1 Long Distance Itemized Reports.** The PA shall provide a
monthly long distance call itemized report within 5 workdays of customer
request. These reports shall include all data that was processed to
produce the telephone bill for the month. Itemized reports shall include
organization, division, extension, user, date and time calls were
placed, duration, total usage time, and cost per call.

**5.2.2.12.2 Telephone Usage Reports.** The PA shall provide telephone
usage reports for specific time periods and extensions within 5 workdays
of dispatch of request. The PA shall provide these reports
electronically. The reports shall include the time and date calls were
placed, number(s) called, and duration of calls.

**5.3 Automation Services.**

**5.3.1 Compact Disk - Read Only Memory (CD-ROM) Network Services.** The
PA shall provide access to the CD-ROM jukeboxes and CD-ROM servers for
all Personal Computer-Local Area Network (PC-LAN) customers. The PA
shall provide systems administration and operations support for the
CD-ROM jukeboxes and CD-ROM servers.

**5.3.1.1 CD-ROM Systems Administration.** The PA shall provide systems
administration for the CD-ROM jukeboxes and CD-ROM servers.

**5.3.1.1.1** The PA shall install and configure CD-ROM(s) for network
CD-ROM servers and jukeboxes within 3 workdays of receipt of CD-ROM(s).
The PA shall ensure all installed CD-ROMs are accessible to customers.

**5.3.1.1.2** The PA shall notify respective customers, via E-mail, when
an install or upgrade has been performed and provide instructions for
accessing the CD-ROM(s) within 1 workday of install or upgrade.

**5.3.1.1.3** The PA shall notify respective customers, via E-mail,
within 3 workdays prior to scheduled maintenance if it will affect
customers' access.

**5.3.1.1.4** The PA shall maintain a minimum of one-third total free
hard-disk storage space on each network CD-ROM server. The PA shall
maintain CD-ROM jukeboxes with a minimum of 50 slots available. The PA
shall maintain a minimum of 36 gigabyte (GB) free hard-disk space to
support FastCD CD-ROM titles on each CD-ROM network servers.

**5.3.1.1.5** **CD-ROM Network Work Order Requests**. In accordance with
priorities identified in Section C-2, the PA shall complete work orders
based on the following priority time frames: Priority 1 within 2 work
hours of dispatch, Priority 2 within 4 work hours of dispatch, Priority
3 within 8 work hours of dispatch, Priority 4 within 2 workdays of
dispatch, and Priority 5 within 3 workdays of dispatch.

**5.3.1.2 CD-ROM Operations Support.** The PA shall provide CD-ROM
jukebox operations support services 24 hours a day, Monday through
Friday. The PA shall provide emergency support during non-duty hours,
Saturdays, Sundays, and holidays.

**5.3.1.2.1** If system hardware and software problems occur on GFE and
GFS, the PA shall troubleshoot and, if unable to resolve problem, the PA
shall contact the maintenance vendor and work with the vendor through
problem resolution.

**5.3.1.2.2** The PA shall resolve hardware and software problems. The
PA shall document hardware and software problems and corrective actions
taken. The PA shall E-mail the report to the KO or authorized Government
personnel within 1 workday of problem resolution.

**5.3.1.3** **Availability of CD-ROM Jukeboxes**. The PA shall ensure
each CD-ROM jukebox is available and operational for customers 100
percent of the time 0600-1800, Monday through Friday. The PA shall
ensure each CD-ROM jukebox is available and operational for customers
98.5 percent of the time between 1800-0600, Monday through Friday, and
24 hours a day on Saturdays, Sundays, and holidays.

**5.3.2** **PC-LAN Systems Support.** The PC-LAN environment provides
the resources to support file and print services, the management of data
stores, and other shared resources that together provide a high level of
support to a customer base of approximately 3,500. This environment
includes both Novell and Microsoft Network Operating Systems (NOS). The
list of servers supported is identified at TE-8, Attachment C. Novell
supports most of the file and print services and hosts the storage and
distribution of office automation and other applications. It provides
the customers with common shared areas, network storage, some database
support, and access to most other shared resources. Microsoft NT servers
host various applications, infrastructure services, and enterprise
database support. The PA shall provide PC-LAN systems support services,
which include systems software and hardware implementation and
maintenance support; monitoring and optimizing system performance;
troubleshooting systems and providing technical advice and assistance;
providing systems administration; investigation; performing backup and
recovery services; and performing webmaster systems functions. The PA
shall ensure that each PC-LAN system is operational and available for
customers' use 100 percent between 0600-1800, Monday through Friday. The
PA shall ensure that each PC-LAN system is operational and available for
customers' use 98.5 percent between 1800-0600, Monday through Friday,
and 24 hours a day on Saturdays, Sundays, and holidays. The PA shall
adhere to Chapters 1 through 5, AR 380-19, *Information Systems
Security* (dtd 27 February 1998).

**5.3.2.1 Systems Software and Hardware Maintenance Support.**

**5.3.2.1.1** The PA shall monitor resource utilization thresholds,
determine optimal performance levels, and provide to the KO or
authorized Government personnel a server performance evaluation report
by the third workday of each month. Upon request by the KO or authorized
Government personnel, the PA shall modify the report to reflect
additional information that may be required or provide additional
reports. The PA shall provide daily user management that includes
changing, deleting, or moving users; managing directories, space, or
data; and modifying access rights.

**5.3.2.1.2** The PA shall notify respective PC-LAN customers, via
E-mail, no later than 1 workweek prior to scheduled downtime. For
unscheduled downtime, if the system is operable, the PA shall notify
affected customers, via E-mail, who may be affected by the downtime at
least 15 minutes prior to taking the system down. When downtime is
expected to last more than 2 hours, the PA shall notify all affected
organizations (specific points of contacts that will be provided by the
KO or authorized Government personnel) via E-mail or telephone. The PA
shall provide customers with an estimate of time the system will be
unavailable.

**5.3.2.2** **PC-LAN Work Orders.** The PA shall ensure customer
requests for PC-LAN services are entered as work orders. In accordance
with work order priorities defined in Section C-2, the PA shall complete
work orders based on the following priority time frames unless otherwise
noted in the subparagraphs below: Priority 1 within 2 work hours of
dispatch, Priority 2 within 4 work hours of dispatch, Priority 3 within
8 work hours of dispatch, Priority 4 within 2 workdays of dispatch, and
Priority 5 within 3 workdays of dispatch.

**5.3.2.2.1 Troubleshooting PC-LAN Systems Hardware and Software.** Upon
dispatch of a work order request, the PA shall provide troubleshooting
and problem resolution within the priority time frames specified in
Section 5.3.2.2. In the event of a system failure, the PA shall notify
the KO or authorized Government personnel within 1 work hour of failure.

**5.3.2.2.2 Technical Assistance.** Upon dispatch of a work order
request, the PA shall provide technical advice for current, future, or
planned systems. In addition to technical expertise, the assistance may
be based on knowledge of Government plans, goals, environment, etc.
Assistance generally shall involve providing information for planning
new strategies or improving existing functionality or throughput. It may
require research of any available technical resources to provide the
requested assistance. The PA shall provide technical advice to customer
requests within 4 workdays of dispatch of the request.

**5.3.2.2.3 Network User-ids and Passwords.** Upon dispatch of a work
order request, the PA shall create network user-ids and generate
passwords. The PA shall complete user-id and password requests and
notify the customer, via E-mail, within 1 workday of dispatch of
request. User-ids shall be 100 percent accurate.

**5.3.2.2.4 Provide User Management.** Requirements for user management
services are received as a work order or developed proactively in
customer meetings or consultations on technical issues. The PA shall
ensure a work order is submitted for user management services provided.
The PA shall provide services IAW the time frames for work order
priorities identified in Section 5.3.2.2.

**5.3.2.2.5 Provide Network Printer Support.** Upon dispatch of a work
order request, the PA shall provide network connectivity support for
printers connected to the PC-LAN and those shared on user PCs and hosts.
Support shall include configuration, setup, and maintenance of the
printer connection. The PA shall ensure that each printer will print
from the host systems the customers require. The PA shall ensure a work
order is submitted for printer support services provided. The PA shall
provide services IAW time frames for work order priorities established
in Section 5.3.2.2.

**5.3.2.3 Backup and Recovery Services.** The PA shall perform daily
differential backups, weekly full backups, and monthly backups of
network servers. The PA shall ensure backups complete successfully 100
percent of the time. The PA shall rerun any failed jobs within 1
workday. The PA shall ensure backups are scheduled to run outside of
normal business hours to avoid degradation of system resources to
customers. The PA shall retain backed-up data IAW Table C-5-2.

Table C-5-2: Backup Retention Periods

  ------------------------------------ ----------------------------------
  Backup Type                          Retention Period

  Daily                                4 weeks

  Weekly                               4 weeks

  Monthly                              6 months
  ------------------------------------ ----------------------------------

In the event of a system disk volume failure, the PA shall notify the KO
or authorized Government personnel within 1 work hour of the failure.
The PA shall begin restoration of data within 2 work hours of the
hardware device being replaced or repaired. Restoration shall be
continued until disk restore is complete and accessible to users. The PA
shall ensure a work order is submitted for each system disk volume
restore.

**5.3.2.3.1 Backup and Recovery Work Order Requests.**

**5.3.2.3.1.1** Upon dispatch of a work order request, The PA shall
create, modify, reschedule, or cancel customer backup jobs according to
customer specifications and resource availability. Based on customer
requirements, backups shall successfully complete, writing specified
data to specified media. The retention period will be IAW with customer
instruction.

**5.3.2.3.1.2** Upon dispatch of a work order request, the PA shall
restore file(s) from the most recent backup available, unless otherwise
specified by customer. Restores shall be completed IAW the following
time frames: Priority 1 through 3 completed within 4 work hours of
dispatch, and Priority 4 through 5 completed within 2 workdays of
dispatch.

**5.3.2.4 Web Services.** The PA shall provide webmaster functions for
customers.

**5.3.2.4.1** The PA shall perform web services responsibilities IAW DOD
*Web Site Administration Policies and Procedures* (dtd 25 November
1998), and the RIA web standards.

**5.3.2.4.2** The PA shall ensure that the RIA Public Affairs Office has
authorized each request for information to be placed on the RIA web.

**5.3.2.4.3** Upon dispatch of a work order request, the PA shall
establish a link to the RIA web page identified in customer request
within 3 workdays of dispatch of request. The PA shall maintain each
link to the RIA web page to ensure access 24 hours a day, 7 days a week.

**5.3.3 Help Desk Services.** The PA shall operate the Help Desk,
including providing an on-site service for walk-in inquiries. The Help
Desk shall serve as the primary POC for customers to report problems,
ask questions, and make service requests related to Information
Technology. The Help Desk shall maintain and operate a limited lending
library of software and hardware. The Help Desk shall provide problem
resolution services in the areas of equipment maintenance, mainframe,
software (software supported is provided at TE-8, Attachment D, and is
subject to change as software and new technologies evolve), and network
infrastructure including remote access (TSACS). The PA shall provide
immediate assistance when possible, or refer to a specialist for
resolving complex technical issues. The resolution of problems referred
to specialists is not addressed in this service, but covered in the
respective technical services. The PA shall ensure requests for
assistance are entered into an automated work order system. This work
order system shall be used for Help Desk services in addition to other
tracking systems identified in Section 5.3.3.2.3.

**5.3.3.1** The PA shall ensure the telephone hold queue time shall not
exceed an average of 40 seconds per call. One hundred percent of calls
must be answered.

**5.3.3.2** **Help Desk Assistance**. The PA shall record, troubleshoot,
and determine appropriate corrective action for all Help Desk services
identified in Table C-5-3. The PA shall provide these services within
the time frames and percentages established in Table C-5-3.

Table C-5-3: Time Frames and Percentages for Help Desk Calls

+---------+--------+----------+-------------+------------+------------+
| Service | Perfo  | I        | Work Order  | Unlock or  | Unlock or  |
| P       | rmance | nquiries | Submitted   | Reset      | Reset      |
| rovided | St     | Resolved | to          | Passwords  | User-ids   |
|         | andard | Within   | Specialist  | and        | and        |
|         |        |          | Within      | User-ids   | Passwords  |
|         |        | (from    |             | and Issue  |            |
|         |        | time     | (from time  | One-Shot   | Error Free |
|         |        | request  | request was | Passwords  |            |
|         |        | was      | dispatched) | Error Free | (from time |
|         |        | dis      |             |            | request    |
|         |        | patched) |             | (from time | was        |
|         |        |          |             | request    | d          |
|         |        |          |             | was        | ispatched) |
|         |        |          |             | d          |            |
|         |        |          |             | ispatched) |            |
+---------+--------+----------+-------------+------------+------------+
| Eq      | 100%   | Walk-in: | Walk-in: 1  | N/A        | N/A        |
| uipment |        | 10 min   | hr          |            |            |
| Main    |        |          |             |            |            |
| tenance |        | Phone:   | Phone: 1 hr |            |            |
| Support |        | 10 min   |             |            |            |
|         |        |          | E-mail: 2   |            |            |
|         |        | E-mail:  | hrs         |            |            |
|         |        | 2 hrs    |             |            |            |
+---------+--------+----------+-------------+------------+------------+
| Ma      | 100%   | Walk-in: | Walk-in: 25 | N/A        | Walk-in:   |
| inframe |        | 15 min   | min         |            | 10 min     |
| Pro     |        |          |             |            |            |
| cessing |        | Phone:   | Phone: 25   |            | Phone: 10  |
| Support |        | 15 min   | min         |            | min        |
|         |        |          |             |            |            |
|         |        | E-mail:  | E-mail: 2   |            | E-mail: 2  |
|         |        | 2 hrs    | hrs         |            | hrs        |
+---------+--------+----------+-------------+------------+------------+
| S       | 100%   | Walk-in: | Walk-in: 20 | Walk-in:   | N/A        |
| oftware |        | 10 min   | min         | 10 min     |            |
| Support |        |          |             |            |            |
|         |        | Phone:   | Phone: 20   | Phone: 10  |            |
|         |        | 10 min   | min         | min        |            |
|         |        |          |             |            |            |
|         |        | E-mail:  | E-mail: 2   | E-mail: 2  |            |
|         |        | 2 hrs    | hrs         | hrs        |            |
+---------+--------+----------+-------------+------------+------------+
| Network | 100%   | Walk-in: | Walk-in: 15 | Walk-in:   | N/A        |
| Infrast |        | 10 min   | min         | 10 min     |            |
| ructure |        |          |             |            |            |
| Support |        | Phone:   | Phone: 15   | Phone: 10  |            |
|         |        | 10 min   | min         | min        |            |
|         |        |          |             |            |            |
|         |        | E-mail:  | E-mail: 2   | E-mail: 2  |            |
|         |        | 2 hrs    | hrs         | hrs        |            |
+---------+--------+----------+-------------+------------+------------+
| Remote  | 100%   | Walk-in: | Walk-in: 15 | Walk-in:   | N/A        |
| Access  |        | 10 min   | min         | 10 min     |            |
| Support |        |          |             |            |            |
|         |        | Phone:   | Phone: 15   | Phone: 10  |            |
|         |        | 10 min   | min         | min        |            |
|         |        |          |             |            |            |
|         |        | E-mail:  | E-mail: 2   | E-mail: 2  |            |
|         |        | 2 hrs    | hrs         | hrs        |            |
+---------+--------+----------+-------------+------------+------------+
| Loan    | 100%   | Walk-in: | N/A         | N/A        | N/A        |
| Library |        | 10 min   |             |            |            |
|         |        |          |             |            |            |
|         |        | Phone:   |             |            |            |
|         |        | 10 min   |             |            |            |
|         |        |          |             |            |            |
|         |        | E-mail:  |             |            |            |
|         |        | 2 hrs    |             |            |            |
+---------+--------+----------+-------------+------------+------------+

**5.3.3.2.1** The PA shall successfully resolve customer inquiries
without additional personnel intervention 95 percent of the time. If the
PA is unable to resolve the inquiry, the PA shall record the work order,
assign a priority based on work order priorities defined in Section C-2,
and elevate to the appropriate specialist for action. The PA shall
provide status to customer inquiries regarding work orders elevated to
specialists. The PA shall provide these services within the time frames
and percentages established in Table C-5-3.

**5.3.3.2.2** The PA shall unlock or reset a user-id(s), or issue,
unlock, or reset a password(s) only after verifying requester\'s
identity. System password controls and system access services shall be
provided IAW Chapter 2, paragraph 2-14 and 2-16, and Appendix G,
Sections 1 and 2, AR 380-19, *Information Systems Security* (dtd 27
February 1998).

**5.3.3.2.3 Equipment Maintenance Support.** The PA shall maintain and
operate the Help Desk Service System (HDSS) for equipment categories
listed at TE-8, Attachment E. This list is subject to change as new
technologies evolve. The PA shall ensure all hardware repair requests
are entered into the HDSS to generate a service order. The PA shall
electronically submit the service order to the appropriate contractor to
provide repair service. The PA shall maintain the HDSS automated
repository of all equipment service requests, warranty information, and
repair history. This includes requesting information from the
manufacturer or retailer as necessary.

**5.3.3.2.3.1** Upon customer\'s request, the PA shall make the HDSS
customer module available for customer's use within 2 workdays of
dispatch of request. Upon customer\'s request, the PA shall provide a
repair history to customer within 2 work hours of dispatch of request.

**5.3.3.2.3.2** If the PA is unable to resolve the equipment inquiry,
the PA shall verify warranty information with the manufacturer or
retailer on all hardware repairs before generating a service request
within the HDSS.

**5.3.3.2.4 Mainframe Processing Support.** The PA shall act as the
liaison between the mainframe computer systems service provider and all
customer organizations. The PA shall coordinate service issues to
include notifying customer base regarding maintenance schedules that
make the system unavailable, overtime requests to ensure systems are
available after normal business hours, etc. The PA shall document and
forward 100 percent of requested messages (both to and from the
customer).

**5.3.3.2.5 Loan Library.** The PA shall operate and maintain an on-site
Loan Library providing customers with a lending source of equipment and
software. This service is provided to customers in the event of
equipment failure, customer travel, and temporary use for special
projects. This equipment and software list is provided at TE-8,
Attachment F, and is also included in TE-3. This list is subject to
change as new requirements and technologies evolve. Loan out of
equipment is provided to the customer on a first come, first serve
basis. If a conflict arises over equipment, the PA shall elevate the
conflict to the KO or authorized Government personnel official
responsible for operation for resolution.

**5.3.3.2.5.1** The PA shall provide a library of equipment and software
for loan to customer organizations. The PA shall sub-hand receipt loan
library items. The PA shall prepare sub-hand receipt (DA Form 2062) for
all loan library items and accessories, and obtain customer signature
prior to releasing equipment. The PA shall inventory each item and its
accessories to ensure all items and accessories are returned. The PA
shall validate the integrity of software and operability of equipment
before the next loan out. Upon customer\'s request, the PA shall provide
on-site instruction to customers on use of equipment and software prior
to issue.

**5.3.3.2.6 Network Infrastructure Support.** The PA shall provide
support for networks, file servers, visual information, and Tier II
systems support. Upon customer request, the PA shall update the network
address table with each network address within 10 minutes. Information
entered into the network address table shall be error free.

**5.3.4 Database Administration.** The PA shall provide database
administration support to include allocation and management of database
space, development and maintenance of backup and recovery routines,
database security administration, consultation, production problem
resolution, and coordination with vendors and other agencies. Database
Management Systems (DBMS) currently supported are identified at Table
C-5-4.

Table C-5-4: Information Technology Supported DBMS

+-------------+-------------------+--------------+---------------------+
| Title       | Version           | Operating    | Description of      |
|             |                   | System       | Software            |
+-------------+-------------------+--------------+---------------------+
| Datacom/DB  | V9.0              | OS/390       | Relational database |
|             |                   |              | & IMS Transparency  |
+-------------+-------------------+--------------+---------------------+
| Systems     | V12.1             | OS/390       | Hierarchical        |
| 2000        |                   |              | Database            |
+-------------+-------------------+--------------+---------------------+
| Oracle      | V7.3.4.5,         | HP/Unix, NT, | Relational Database |
|             | V8.1.5.0,         |              |                     |
|             |                   | OS/390       |                     |
|             | V7.1.4.1.         |              |                     |
|             | V7.3.2.3,         |              |                     |
|             |                   |              |                     |
|             | V7.3.2.1,         |              |                     |
|             | V7.3.4.3          |              |                     |
+-------------+-------------------+--------------+---------------------+
| Model 204   | V4.1              | OS/390       | Relational Database |
+-------------+-------------------+--------------+---------------------+
| Informix    | V5.0, V7.0        | HP/Unix      | Relational Database |
+-------------+-------------------+--------------+---------------------+
| Info        | V9.65n            | HP/Unix      | Relational Database |
+-------------+-------------------+--------------+---------------------+
| Microsoft   | V97, V2000        | Windows      | Relational Database |
| Access      |                   |              |                     |
+-------------+-------------------+--------------+---------------------+

**5.3.4.1 Mainframe Database Support.**

**5.3.4.1.1 Database Availability.** The PA shall ensure databases are
operational and available (on-line or batch) 100 percent between
0600-1800, Monday through Friday. The PA shall ensure all databases are
operational and available 98.5 percent 1800-0600, Monday through Friday,
and 24 hours a day Saturdays, Sundays, and holidays. The PA shall not be
responsible for periods of unavailability controlled by the non-PA
computer service providers (e.g. Defense Information Systems Agency).
The PA shall coordinate with the respective customers, via E-mail, 1
workweek prior to scheduled maintenance. The PA shall document PA
controlled and non-PA controlled downtime to include: date and time,
total downtime, problem, corrective actions and preventative
recommendations. The PA shall provide this report to the KO or
authorized Government personnel by the third workday of each month.

**5.3.4.1.2 Maintain DBMS Access Rights.** The PA shall maintain access
authorizations for DBMS objects and the underlying physical files (i.e.,
DBMS system files) IAW paragraph

2-5, Section II, and paragraph 2-15, Section VI, AR 380-19, *Information
Systems Security* (dtd

27 February 1998).

**5.3.4.1.3 Performance Optimization.** The PA shall ensure properly
sized physical files underlying database objects per DBMS vendor
specifications. The PA shall ensure optimization of computer software
and hardware utilization for command unique database structures and
programs. The PA shall perform routine physical structure analysis,
transaction analysis, and on-line log analysis in an effort to pinpoint
problem areas, optimize response time, and resize and optimize database
structures due to growth trends.

# 

**5.3.4.1.4 Space and Space Performance Optimization**. The PA shall
monitor and take necessary action to ensure that physical database page
or table structure does not become inefficient per DBMS vendor
specifications.

**5.3.4.1.5 DBMS and Database Backups.** The PA shall backup databases
and Government Furnished Software DBMSs each workday. The PA shall
ensure backups complete successfully 100 percent of the time. The PA
shall rerun any failed jobs within 1 workday. The PA shall retain backup
data IAW Table C-5-5 unless otherwise directed by the KO or authorized
Government personnel.

## 

Table C-5-5: Database Backups

  ---------------- ------------ -------------------------- ---------------
  DBMS             Number of    Type of Backup             Retention
                   Databases                               

  Datacom/DB       23           2 x workday                10 workdays

  Datacom/DB       23           Weekly                     10 weeks

  Systems 2000     15           Workdays                   7 workdays

  Systems 2000     12           Weekly                     7 weeks

  Systems 2000     22           Monthly                    3 months

  Systems 2000     9            Yearly                     2 years

  Systems 2000     18           2 x workday                7 workdays

  Systems 2000     4            3 x workday                7 workdays

  Systems 2000     3            6 x workday                7 workdays

  Model 204        400          Workday (Fast Dump Restore 2 weeks
                                \[FDR\])                   
  ---------------- ------------ -------------------------- ---------------

**5.3.4.1.6 DBMS Software Testing**. The PA shall test the installation
of DBMS updates and releases prior to implementation into a production
environment IAW the non-PA computer service provider\'s guidelines and
time frames. The PA shall coordinate software "bugs" with software
vendor, DOD Software Engineering Centers (SECs), and the non-PA computer
service provider. The PA shall maintain distribution of software
licenses. Some release administration requires after-hours support
during non-duty hours. The PA shall report test findings identifying
deficiencies, corrective actions, and milestones to the KO or authorized
Government personnel.

**5.3.4.2 Tier-II and Tier-III Database Support.**

**5.3.4.2.1 Database Availability.** The PA shall ensure databases are
operational and available (on-line or batch) 100 percent between
0600-1800, Monday through Friday. The PA shall ensure all databases are
operational and available 98.5 percent 1800-0600, Monday through Friday,
and 24 hours a day Saturdays, Sundays, and holidays. The PA shall not be
responsible for periods of unavailability controlled by the RIA Tier II
service provider. The PA shall coordinate with the respective customers,
via E-mail, 1 workweek prior to scheduled maintenance. The PA shall
document PA controlled and RIA controlled downtime to include: date and
time, total downtime, problem, corrective actions and preventative
recommendations. The PA shall provide this written report to the KO or
authorized Government personnel by the third workday of each month.

**5.3.4.2.2 Maintain DBMS Access Rights.** The PA shall maintain access
authorizations for DBMS objects and the underlying physical files (i.e.,
DBMS system files) IAW paragraph

2-5, Section II, and paragraph 2-15, Section VI, AR 380-19, *Information
Systems Security* (dtd

27 February 1998).

**5.3.4.2.3 Performance Optimization.** The PA shall ensure properly
sized physical files underlying database objects per DBMS vendor
specifications. The PA shall ensure optimization of computer software
and hardware utilization for command unique database structures and
programs. The PA shall perform routine physical structure analysis,
transaction analysis, and

on-line log analysis in an effort to pinpoint problem areas, optimize
response time, and resize and optimize database structures due to growth
trends.

**5.3.4.2.4 Space and Space Performance Optimization**. The PA shall
monitor and take necessary action to ensure that physical database page
or table structure does not become inefficient per DBMS vendor
specifications.

**5.3.4.2.5 DBMS and Database Backups.** The PA shall backup databases
and Government Furnished Software DBMSs each workday. The PA shall
ensure backups complete successfully 100 percent of the time. The PA
shall rerun any failed jobs within 1 workday. The PA shall retain backup
data IAW Table C-5-6 unless otherwise directed by the KO or authorized
Government personnel.

Table C-5-6: Database Backups

  ----------- --------------------- -------------------------- -----------
  DBMS        Number of Databases   Type of Backup             Retention

  Oracle      13                    Workdays + Saturday        1 calendar
                                                               days

  Oracle      13                    Workdays + Saturday        5 calendar
                                                               days

  Oracle      4                     Workdays + Saturday        5 calendar
                                                               days

  Microsoft   (See PC-LAN System                               
  Access      Support Services)                                

  Info        (See Tier II System                              
              Support Services)                                

  Informix    (See Tier II System                              
              Support Services                                 
  ----------- --------------------- -------------------------- -----------

**5.3.4.3 Database Work Orders.**

**5.3.4.3.1 Remedial Maintenance.** The PA shall ensure DBMS maintenance
and sustainment work orders (customer or PA initiated) are documented in
the work order system. In accordance with work order priorities defined
in Section C-2, the PA shall complete work orders based on the following
priority time frames: Priority 1 through 2 within 1 workday of dispatch,
and Priority 3 through 5 within 4 workdays of dispatch.

**5.3.4.3.2 DBMS and Database Problem Resolution.** The PA shall
troubleshoot and resolve DBMS and database production problems. This may
require contact with vendors, computer system service providers, SECs,
and the Government. The PA shall complete work orders based on the
following priority time frames: Priority 1 within 1 work hour of
dispatch, Priority 2 through 3 within 2 work hours of dispatch, and
Priority 4 through 5 within 3 work hours of dispatch.

**5.3.4.3.3 Database and DBMS Restores and Recoveries.** The PA shall
restore or recover files IAW DBMS specific backup capabilities including
data and system files (dictionary and control files for example). The PA
shall recover files to within 1 workday prior to data corruption or
customer-specified point-in-time. The PA shall complete work orders
based on the following priority time frames: Priority 1 within 3 work
hours of dispatch, Priority 2 through 3 within 1 workday of dispatch,
and Priority 4 through 5 within 1 workweek of dispatch.

**5.3.4.3.4 DBMS Consultation Services.** The PA shall ensure DBMS
consultation services are documented in the work order system and shall
be completed IAW the work order priorities defined in Section C-2. The
PA shall complete work orders based on the following priority time
frames: Priority 1 through 2 within 4 work hours of dispatch and
Priority 3 through 5 within 1 workday of dispatch. The PA shall provide
customers consultation services, potentially including on-site meetings,
as requested. Consultation services include providing necessary on-site
training to enable customers to effectively employ DBMS-related tools.

**5.3.5 Customized Software Development and Maintenance.** The PA shall
develop new AISs, and shall modify and maintain these and the existing
AISs listed at TE-8, Attachment G. The PA shall serve as the POC for
systems fielded by DOD SECs, including local unique interfaces
("bridges") with these systems. The PA shall coordinate the installation
and maintenance of SEC software releases, process systems change
requests, requests for publications, and prototype new releases. The PA
shall provide a written progress report to the KO or authorized
Government personnel on the third workday of each month. The progress
report shall summarize all open work orders, work orders closed during
the reporting period, estimated completion date, actual completion date,
a brief overall summary of the current status of the project(s), and
potential problem areas. The PA shall negotiate all AIS milestone dates
with the customer. In the event an agreement cannot be reached, the PA
shall submit a request to the KO or authorized Government personnel for
facilitation. The request shall detail the PA position and provide
supporting rationale.

**5.3.5.1 Application Software Development.** The PA shall conduct
requirements analysis, design, modify or develop, and implement AISs, to
include logical/physical database designs, IAW established installation
software development standards listed in TE-8, Attachment H, and IAW DOD
*Web Site Administration Policies and Procedures* (dtd 25 November
1998), where applicable. Successful completion includes associated
documentation and user training as necessary. The work order priorities
defined in Section C-2 do not apply to the Application Software
Development Section of Customized Software Development Service.

**5.3.5.1.1 Requirements Analysis and Design.** Based on the dispatch of
a work order requesting new applications or modifications to existing
application functionality, the PA shall conduct requirements analysis
and perform software design in coordination with the customer(s). The PA
shall be available for on-site analysis and shall use all new and
effective analysis, design, and development tools and techniques (e.g.
Joint Application Development , Rapid Application Development,
prototyping) where appropriate. The PA shall develop a requirements
definition to include scope of work, AIS access and security
requirements, customer involvement in development process, estimated
completion date, work order number, customer, and open date of the work
order. The initial requirements definition shall be provided to the
customer(s) within 5 workdays of the dispatch of the work order. Prior
to proceeding, the PA shall have a customer signed requirements
definition. The PA shall develop proposed software design IAW customer
approved requirements definition. Software design includes software
architecture, data storage method, and data flow. In those instances
where customer requirements dictate using other than AIS standards, the
PA shall submit a waiver with a justification to the KO or authorized
Government personnel for approval prior to completion of design phase.

[]{.mark}

**5.3.5.1.2 Application Development.** The PA shall develop the
application software IAW previous agreements (e.g., customer
requirements, design, customer involvement). The PA shall develop the
application software and physical data structures, and ensure
practicality and optimal performance per DBMS vendor specifications. The
PA shall create and maintain database objects; i.e., schemas, tables,
segments, and areas. The PA shall properly size the physical files
underlying database objects per DBMS vendor specifications. All new
local unique databases shall be in third normal form with rare instances
of second normal form.

**5.3.5.1.3 Documentation.** The PA shall create or update documentation
IAW IEEE/EIA 12207 and TE-8, Attachment H, throughout all phases of an
AIS, new design, modification, and maintenance. The minimum
documentation requirement is a Computer Operation Manual (OM) for Tier I
AISs. The PA shall document each database. Database documentation shall
include graphic representation of physical database objects and their
interrelationships to include Entity Relationship Diagrams (ERD). The PA
shall distribute as appropriate, and assist and advise customers in the
development of user documentation. Upon customer request, the PA shall
make the documentation available to the customer within 1 workday of the
request.

**5.3.5.1.4 User Training and Software Migration.** Software shall
include customer approved requirements and the final product shall pass
customer acceptance testing. The PA shall provide or coordinate any
necessary on-site user training on the use of newly developed or
modified application software prior to AIS migration to production. The
PA shall provide a smooth migration of the software to the production
environment including all coordination with the computer systems service
provider and customer organizations. This migration shall be
accomplished with no negative impacts to the production environment.

**5.3.5.2 AIS Query and Report Writer Services**. The PA shall provide
query and report writer services for applications listed in TE-8,
Attachment G, and databases identified in Table C-5-5. Services are
defined as developing queries, modifying queries, deleting obsolete
queries, and testing the suitability/functionality for on-line, off-line
batch, or stored queries. The PA shall complete work orders based on the
following priority time frames: Priority 1 through 2 within 2 work hours
of dispatch, and Priority 3 through 5 within 8 work hours of dispatch.
The PA shall maintain a separate unique database to document the stored
queries and documentation for audit purposes. The PA shall provide
release management support for query and report writer tools and
applications.

**5.3.5.3 Software Maintenance and Sustainment.** The PA shall provide
software maintenance and sustainment IAW installation development
standards (TE-8, Attachment H), and IAW DOD *Web Site Administration
Policies and Procedures* (dtd 25 November 1998), where applicable.

**5.3.5.3.1 AIS Availability.** The PA shall ensure AISs are operational
and available (on-line or batch) 100 percent between 0600-1800, Monday
through Friday. The PA shall ensure databases are operational and
available 98.5 percent between 1800-1600, Monday through Friday, and 24
hours a day on Saturdays, Sundays, and holidays. The PA shall document
downtime to include: date and time, total downtime, problem, corrective
actions, and preventative recommendations. The PA shall provide this
written report to the KO or authorized Government personnel on the third
workday of each month.

**5.3.5.3.2 AIS Work Orders.** AIS maintenance and sustainment work
orders (Government, customer, or PA initiated) shall be completed in
accordance with work order priorities defined in Section C-2. The PA
shall complete work orders based on the following priority time frames:
Priority 1 through 4 within 1 workday of dispatch, and Priority 5 within
2 workdays of dispatch.

**5.3.5.3.2.1** **AIS Technical Support**. Upon customer request, the PA
shall complete miscellaneous technical support requests. The PA shall
not provide miscellaneous technical support that changes the
functionality of the AIS. Miscellaneous technical support includes file
manipulation (e.g., correct customer data input errors, transfer data
via File Transfer Protocol \[FTP\]), update report distribution
requirements, and rerunning lost reports.

**5.3.5.3.2.2** **AIS Problem Resolution.** The PA shall research and
resolve AIS production problems. Resolution may require contact with
vendors, computer system service provider, SECs, and Government.

**5.3.5.3.2.3 Backups and Recovery**. The PA shall perform backup and
recovery procedures. The PA shall ensure periodic backups of
applications, associated files, and data IAW AIS requirements. The PA
shall monitor system execution and recover any lost or corrupt files.

**5.3.5.3.2.4 Documentation**. The PA shall update existing AIS
documentation IAW IEEE/EIA 12207 and standards identified in TE-8,
Attachment H. The PA shall distribute as appropriate. The PA shall
assist and advise customers in the update of user documentation.

**5.3.5.3.2.5 New Release Adaptation.** The PA shall adapt the existing
AISs to support patches and new releases (e.g., DBMS, operating systems,
software development tools, Commercial Off-the-Shelf (COTS), DOD
standard systems, local unique systems). This adaptation includes
modifying impacted applications, updating documentation, testing,
prototyping, and implementation. The PA shall comply with guidance
provided by the SEC and determine the impact on existing local unique
interfaces ("bridges") with these systems. The PA shall coordinate with
customers, computer system service providers, and SECs as required to
ensure a smooth migration and ensure that there are no negative impacts
to existing AISs and local unique interfaces.

**5.3.5.3.2.6 Customized Software Consultation.** The PA shall provide
customized software consultation services, including on-site meetings,
if requested by the customer. Issues range from inquiries on existing
AIS capabilities to "what if" scenarios to determine feasibility.

**5.3.5.3.2.7 Customer Notification.** The PA shall notify customers of
all abnormal terminations of nightly batch jobs by 0900 on the following
workday.

**5.3.5.4 Standard System Liaison Services.** The PA shall serve as the
POC for standard systems fielded by DOD SECs including local unique
interfaces ("bridges") with these systems. The PA shall coordinate the
installation and maintenance of SEC software releases, process systems
change requests, requests for publications, and provide administrative
support during the prototype. System liaison services shall be
documented by the PA in the work order system.

**5.3.5.4.1 Documentation Maintenance and Distribution.** The PA shall
incorporate changes to standard system documentation within 8 work hours
of receipt. Upon customer request, the PA shall provide standard system
documentation (e.g., user manuals, operator manuals) within 40 work
hours from the time the request was issued. Upon receipt, the PA shall
load documentation onto the CD-ROM jukebox and notify affected
organizations. Documentation shall be loaded and customers notified
within 20 work hours of receipt of CD.

**5.3.5.4.2 Correspondence Services.** Upon receipt of correspondence
(e.g., Software Change Package Implementation Procedures, Software
Change Package Information Bulletins) the PA shall coordinate with
affected organizations to determine distribution requirements and
distribute accordingly (e.g., fax, E-mail, CD) within 80 work hours from
the time the correspondence was received. The PA shall forward customer
Engineering Change Proposals -- Software (ECP-S) (DA Form 5005-R) to the
SEC for action within 1 work hour of receipt.

**5.3.5.4.3 Beta Site Support Services.** Upon SEC request, the PA shall
function as the beta (prototype) site for a standard system release and
provide the following liaison services. The PA shall perform
correspondence services identified in Section 5.3.~~11~~ 5.4.2. The PA
shall develop and distribute status reports weekly on each outstanding
DA Form 5005-R. The PA shall coordinate with prototype sites to develop
an 'accept' or 'reject' position with supporting rationale for the
prototype within 1 workweek of prototype ending date.

**5.3.6 Compact Disk - Read Only Memory (CD-ROM) Production Services**.
The PA shall ensure CD-ROM creation and duplication requests are entered
into the work order system. The priority time frames defined in Section
C-2 do not apply to this service. Current subject matter for these
requirements includes mainframe applications (including Commodity
Command Standard Systems \[CCSS\]), Joint Hazardous Classification
System (JHCS), Commanders\' Conferences, and symposiums. Upon dispatch
of work order, the PA shall analyze the customer\'s requirements to
determine feasibility. If not feasible, the PA shall provide the
customer with alternatives within 3 workdays of dispatch of request. The
PA shall dispose of CD-ROM(s) produced in error. The PA shall ensure
that no data on CD-ROM(s) is readable prior to disposal.

**5.3.6.1** **CD-ROM Creation and Duplication.** The PA shall create and
duplicate

CD-ROM(s). The PA shall create CD-ROM(s) from a variety of sources,
which includes hard copy, which must be digitized prior to creation of
CD, and electronic files pulled from computer systems. The PA shall
complete work orders IAW customer requirements and shall provide an
on-site drop off point for customer material. The PA shall ensure viewer
configuration for use on CD-ROM(s), (e.g., Adobe Acrobat, Rptview and
Microsoft Word). The PA shall ensure viewer functionality on CD-ROM(s)
(e.g., Adobe Acrobat, Rptview, Control D for PC, and Microsoft Word).
The PA shall create and duplicate CD-ROM(s) error free. Unless otherwise
directed by the customer, the PA shall return to the customer any
materials provided for duplication.

**5.3.6.2 CD-ROM Disposition.** The PA shall produce labels for created
and duplicated CD-ROM jobs error free. The PA shall package and ship
CD-ROM(s) IAW customer\'s written requirements. The PA shall package and
ship CD-ROM(s) error free.

**5.3.7 Desktop Automation Support.** The PA shall provide support to
approximately 1,300 desktop units. The PA shall provide full desktop
automation support to respective customers. This is considered a mobile
service that may require visits to customer sites on a daily basis.
Desktop automation services include installing PC hardware and software
configurations, installing upgrades and patches, troubleshooting, and
problem resolution. The current standard software installed for desktop
automation support is provided at Table C-5-7. The current software
supported is provided at TE-8, Attachment I. Software lists are subject
to change as updates or new technologies evolve.

**5.3.7.1** **Virus Protection.** The PA shall ensure that virus
protection to respective customers is current within 2 workdays of
release from Government sources. The PA shall ensure virus protection is
applied IAW paragraph 6-2.c(3), Chapter 6, AR 25-1*, The Army
Information Resources Management Program* (dtd 15 February 2000). The KO
or authorized Government personnel may require immediate application of
virus updates to counter the discovery of new viruses or to respond to
DOD and DA directives.

**5.3.7.2 Reports*.*** The PA shall prepare a software utilization
report, to include customer office symbol and software licenses used (by
product), to the KO or authorized Government personnel by the first
workday of each fiscal quarter. The PA shall prepare and provide the KO
or authorized Government personnel a desktop density report, to include
number of desktop units per customer organization, by the first workday
of each fiscal quarter. The PA shall ensure that the installation and
configuration actions do not result in exceeding the number of copies or
other limitations specified by licensing agreements.

**5.3.7.3 Customer Installation, Configuration, and Maintenance.** The
PA shall install and configure new hardware and software. The PA shall
install changes and upgrades to software, hardware, and peripherals. The
PA shall maintain hardware and peripherals to operate within
manufacturer's specifications. The PA shall ensure equipment and
software are operable within the existing network environment. The PA
shall maintain a current secure library of all installed standard and
nonstandard software within 1 day of installation. The PA shall ensure
that the installation and configuration comply with licensing
agreements.

# Table C-5-7: Standard Installed Software

+-----------------------------------+----------------------------------+
| Title                             | Description of Software          |
+-----------------------------------+----------------------------------+
| Adobe Acrobat Reader              | Reader for Portable Document     |
|                                   | File (PDF)                       |
+-----------------------------------+----------------------------------+
| CBT                               | Computer Based Training          |
+-----------------------------------+----------------------------------+
| Cisco IPTV Viewer (Internet       | Viewer for IP based video        |
| Protocol Television)              |                                  |
+-----------------------------------+----------------------------------+
| PERSACTS (Personnel Actions)      | Civilian Personnel Management    |
+-----------------------------------+----------------------------------+
| DA PAM 25-30                      | CD based DA Pamphlet             |
+-----------------------------------+----------------------------------+
| DOD Business Systems              | Defense Property Accountability  |
|                                   | System (DPAS)                    |
+-----------------------------------+----------------------------------+
| E-Forms                           | Forms Printing                   |
+-----------------------------------+----------------------------------+
| FACS (Facilities Assignment &     | TN6530 terminal emulation        |
| Control System)                   |                                  |
+-----------------------------------+----------------------------------+
| FEDLOG (Federal Logistics Record) | CD Application                   |
+-----------------------------------+----------------------------------+
| FTP Voyager                       | File Transfer Protocol (FTP)     |
|                                   | software                         |
+-----------------------------------+----------------------------------+
| IHS Products                      | Information Handling Systems     |
|                                   | suite of CD based products       |
+-----------------------------------+----------------------------------+
| JetForm FormFlow                  | Forms filling                    |
+-----------------------------------+----------------------------------+
| Local Applications                | Corporate Estimating, JOPCN (Job |
|                                   | Order Product Control Number),   |
|                                   | Master Scheduling, NMR           |
|                                   | (Nonconforming Material          |
|                                   | Reporting)                       |
+-----------------------------------+----------------------------------+
| Microsoft Internet Explorer       | Web browser                      |
+-----------------------------------+----------------------------------+
| Microsoft NetMeeting              | Online meeting tool              |
+-----------------------------------+----------------------------------+
| Microsoft Office                  | Microsoft Office Suite           |
+-----------------------------------+----------------------------------+
| Microsoft Outlook                 | E-mail/Calendar/Task Manager     |
+-----------------------------------+----------------------------------+
| Microsoft Reference               | Bookshelf                        |
+-----------------------------------+----------------------------------+
| Microsoft Windows                 | Operating System                 |
+-----------------------------------+----------------------------------+
| Netscape Navigator                | Web Browser                      |
+-----------------------------------+----------------------------------+
| NETTERM (Network Virtual          | Telnet and terminal emulation    |
| Terminal)                         | software                         |
+-----------------------------------+----------------------------------+
| ### Norton AntiVirus              | AntiVirus Software               |
+-----------------------------------+----------------------------------+
| Novell                            | Novell client tools and login    |
+-----------------------------------+----------------------------------+
| Novell Client32                   | Novell Client for Windows        |
+-----------------------------------+----------------------------------+
| QWS3270 Plus                      | TN3270 Emulation Software        |
+-----------------------------------+----------------------------------+
| RealPlayer G2                     | Software Enabling Multi-Media    |
|                                   | File Playback                    |
+-----------------------------------+----------------------------------+
| US Army Electronic Publications   | CD based publications            |
+-----------------------------------+----------------------------------+

**5.3.7.4 Desktop Automation Work Order Requests**.

**5.3.7.4.1** The PA shall ensure requests for installation,
configuration, and maintenance are entered into the work order system.
In accordance with work order priorities defined in Section C-2, the PA
shall complete work orders based on the following priority time frames:
Priority 3 within 4 work hours of dispatch, Priority 4 within 2 workdays
of dispatch, and Priority 5 within 3 workdays of dispatch. Work order
Priority 1 through 2 does not apply to installation, configuration, and
maintenance work orders.

**5.3.7.4.2** The PA shall ensure requests for desktop assistance and
troubleshooting are entered into the work order system. In accordance
with work order priorities defined in Section C-2, the PA shall complete
work orders based on the following priority time frames: Priority 1
within 2 work hours of dispatch, Priority 2 within 3 work hours of
dispatch, Priority 3 within 4 work hours of dispatch, Priority 4 within
1 workday of dispatch, and Priority 5 within 3 workdays of dispatch.

**5.3.8 Mainframe Systems Administration Support.** The PA shall have
successfully completed Access Control Facility 2 (ACF2) training. The PA
is responsible for documenting all Mainframe Systems Administration
Support workload in the work order system. Work order priorities defined
in Section C-2 do not apply to this service.

**5.3.8.1 Issue and Unlock User-ids and Passwords.** The PA shall verify
the requirement for user-id and password before issuance. The PA shall
unlock user-ids and passwords only after verifying that the requester
has authority to request the action. Authority for a user-id and
password will be provided in writing by the approving official for the
organization, typically at the director level.

**5.3.8.1.1** The PA shall respond to customer requirements for user-ids
and passwords for mainframe and TSACS accounts within 1 workday of
dispatch of request during normal business hours. The PA shall
coordinate with the appropriate security offices for mainframe and TSACS
accounts. For emergency assistance required during non-duty hours, the
PA shall respond to customer request within 2 clock hours of dispatch of
the request. The PA shall provide support within 15 clock minutes of
notification for situations identified as mission critical or work
stoppage during normal business hours. The PA shall issue user-ids and
passwords within 1 workday of dispatch of the request.

**5.3.8.1.2** The PA shall maintain a repository of user-ids and
passwords for mainframe and TSACS accounts. The PA shall issue no more
than one user-id and password for each user on a system with only rare
occurrences of justifiable exceptions. An example would be the temporary
need for two user-ids during a system conversion.

**5.3.8.2 Access Control Facility 2 (ACF2) Rules.** The PA shall contact
dataset owner within 1 work hour of dispatch of a request for access.
The PA shall obtain permission from the dataset owner prior to writing
or modifying and implementing an ACF2 rule. The PA shall establish and
maintain ACF2 rules for all mainframe users within 1 hour of approval
from dataset owner. The PA shall ensure successful ACF2 rule
implementation no less than 99 percent of the time.

**5.3.8.3 Resolve Access Problems.** The PA shall initiate action to
resolve customer access problems within 1 work hour of notification.
Records of access problems and incidents shall be maintained by fiscal
year for the life of the contract.

**5.3.9 Electronic Mail (E-mail) Services.** E-mail service encompasses
the distribution of E-mail messages, administration and maintenance of
E-mail accounts for both local and remote users, maintenance of support
computers such as servers, testing of new hardware and software for new
capabilities, as well as customer support issues. The PA shall adhere to
paragraphs 2-14 and 2-16, AR 380-19*, Information Systems Security* (dtd
27 February 1998), and paragraph 2-200 and Appendix K, AR 380-67,
*Personnel Security Program* (dtd

9 September 1988).

**5.3.9.1 E-mail Distribution Availability.** The PA shall ensure the
E-mail system is operational and available for customers\' use 100
percent of the time between 0600-1800 Monday through Friday. The PA
shall ensure E-mail system availability for customers' use 98.5 percent
of the time between 1800-0600, Monday through Friday, and 24 hours a day
on Saturdays, Sundays, and holidays. Messages sent from installation
customers shall be delivered to other installation customers within 10
minutes.

**5.3.9.1.1 Downtime Documentation**. The PA shall document downtime to
include date and time, total downtime, problem, corrective actions, and
preventative recommendations. The PA shall provide this report to the KO
or authorized Government personnel by the third workday of each month or
upon a specific request.

**5.3.9.1.2 Downtime Customer Notification.** The PA shall notify E-mail
customers, via

E-mail, 1 week prior to any scheduled downtime. For unscheduled
downtime, if the system is operable, the PA shall notify customers who
may be affected by the downtime at least 15 minutes prior to taking the
system down. The PA shall coordinate the time with the KO or authorized
Government personnel and notify affected organizations (specific points
of contact that will be provided by the Government) when there is
downtime needed to perform an emergency reset, or within 30 minutes
after a down system is discovered. The PA shall provide an estimate of
the time the system will be unavailable.

**5.3.9.2 Preventative E-mail System Maintenance.**

**5.3.9.2.1 E-mail System Maintenance.** The PA shall perform routine
preventative maintenance on the E-mail servers and other E-mail related
hardware, and provide a written evaluation report on the third workday
of each month. Upon request by the KO or authorized Government
personnel, the PA shall modify the report to reflect additional
information that may be required or provide additional reports.
Maintenance is required to ensure efficient operations of the server and
to assist in identifying the need for replacement or upgrades of servers
or parts.

**5.3.9.2.2 E-mail Server Optimization.** The PA shall maintain the
amount of free space on the servers sufficient to allow successful post
office disk file maintenance and backup. If server free space becomes
insufficient, the PA shall provide written notification to the KO or
authorized Government personnel of the situation within 1 workday of
occurrence. This notification shall include a recommended course of
action (e.g., buying new hardware, moving users) to correct the
situation.

**5.3.9.2.3 E-mail Server Backups.** The PA shall install and maintain
backup software, and ensure that E-mail server backups to tape are
accomplished once a day, Monday through Friday. The PA shall retain
backup data IAW Table C-5-8.

Table C-5-8: E-mail Server Backup Retention Periods

  ------------------------------------ ----------------------------------
  Backup Type                          Retention Period

  Daily                                2 Weeks

  Weekly                               4 Weeks

  Monthly                              3 Months

  Quarterly                            1 Year

  Yearly                               3 Years
  ------------------------------------ ----------------------------------

**5.3.9.2.4 E-mail System Monitoring.** The PA shall monitor all E-mail
servers daily to identify and resolve all potential problem areas,
including questionable E-mail abuse activity. Monitoring shall include
auditing the event log and Postmaster mailbox. Upon identification of
problems that are outside the control of the PA (questionable activity,
for example), the PA shall submit a report to the KO or authorized
Government personnel within 1 workday of identification.

**5.3.9.3 E-mail Work Orders.** All E-mail service requests shall be
entered into the work order system. The PA shall complete work orders
within 2 work hours of dispatch of the request for work orders Priority
1 through 3, and within 8 work hours of dispatch of the request for work
orders Priority 4 through 5 unless otherwise noted. Rework work orders
shall be accomplished within 2 work hours of dispatch of the request.
The PA shall provide troubleshooting and problem resolution for all
E-mail services. Work requests may be proactively uncovered by the PA or
received as a work order from the Help Desk.

**5.3.9.3.1 Establishment of E-mail Accounts.** Upon dispatch of a work
order, the PA shall establish new E-mail accounts (to include
establishing the initial passwords and other configurations) for
individuals requiring access to the E-mail system. The PA shall create
the account and notify the customer. All accounts shall be established
with 100 percent accuracy.

**5.3.9.3.2 Maintenance of E-mail Accounts.** Upon dispatch of a work
order, the PA shall move, change, rename, or delete E-mail accounts. The
PA shall move an individual's E-mail account (e.g., move from one server
to another) and update the individual's server information to ensure
data accurately reflects the new information. The PA shall change any
incorrect E-mail account information. All moves, changes, renames, and
deletions shall be accomplished with 100 percent accuracy.

**5.3.9.3.3 E-mail System Problem Resolution.** Upon dispatch of a work
order, the PA shall troubleshoot and resolve all E-mail hardware and
software problems. This may require contact with vendors or
manufacturers if PA is unable to resolve the problem. The PA shall
provide the KO or authorized Government personnel a written request for
any additional maintenance materials (e.g., disks, tapes, power
supplies).

**5.3.9.3.3.1 Mailbox and Database Restores.** Upon dispatch of a work
order, the PA shall restore E-mail mailboxes to ensure the customer's
data is restored IAW customer requirements. The PA shall accomplish the
mailbox restore within 12 work hours of the dispatch of the work order
request. If the customers data cannot be restored, the PA shall
negotiate and follow-through with alternative solutions with the
customer (e.g., 2 workdays prior to data corruption).

**5.3.9.3.3.2 Public Folder Maintenance.** Upon dispatch of a work
order, the PA shall create, update, and delete public folders, including
permissions and other configuration settings.

**5.3.9.3.3.3 Global Address List Maintenance.** Upon dispatch of a work
order, the PA shall update information in the Global Address List. This
information shall include name, mail identification, office symbol,
phone number, and building.

**5.3.9.3.3.4 Public Distribution List Maintenance**. Upon dispatch of a
work order, the PA shall create, maintain, and delete public
distribution lists within the E-mail system.

**5.3.9.4 E-mail Facsimile (FAX) Transmission Capability.** The PA shall
provide customers the capability to send and receive FAXs via E-mail.
This capability shall be available 24 hours a day, 365 days a year. The
PA shall audit and document the amount of FAX capability downtime and
the frequency of such downtime. The PA shall provide a written report to
the KO or authorized Government personnel by the third workday of each
month on the amounts of scheduled and unscheduled downtime.

**5.3.9.5 Maintain List Server.** The PA shall maintain a list server
that provides the customers the capability to subscribe and unsubscribe
to specific mailing lists moderated by various functional proponents.
The list server shall provide the capability to strip E-mail user-id
from sent messages to allow users to send anonymous questions and
comments to specific mail user-ids or public folders. These capabilities
shall be available 100 percent between 0600 and 1800, Monday through
Friday, and 98.5 percent between 1800 and 0600, Monday through Friday,
and 24 hours a day on Saturdays, Sundays, and holidays.

**5.3.9.5.1 List Server Administration.** The PA shall create, maintain,
and delete mailing lists as requested by customers. Mailing list
maintenance involves naming the list and establishing the list
moderator. It does not involve adding and removing users to the list
except cases where a mail identification has been deleted and the user
has not unsubscribed from the list.

**5.3.9.5.2 Mailing List Performance.** The list server shall be capable
of distributing to lists of up to 800 E-mail user-ids within 4 clock
hours.

**5.3.9.6 E-mail Address Information Exchange.** The PA shall exchange
E-mail address information with TACOM‑Warren, Armaments Research,
Development and Engineering Center (ARDEC), Anniston, and other
Government activities on a weekly basis. By the third workday of each
month, the information shall be updated in American Standard Code for
Information Interchange (ASCII) delimited format and include user-id,
E-mail address, phone number, and office symbol. The PA shall import the
information into the E-mail system to allow users access to imported
addresses.

**5.3.10 Tier II System Services.** The PA shall provide management,
systems administration, operations, and maintenance services for all
installation Tier II systems identified at TE-8, Attachment J. The PA
shall adhere to Chapters 1-5, of AR 380-19, *Information Systems
Security* (dtd 27 February 1998). The PA shall ensure that each Tier II
system is operational and available for customers' use 100 percent of
the time between 0600-1800, Monday through Friday. The PA shall ensure
that each Tier II system is operational and available for customers' use
98.5 percent of the time between 1800 and 0600 Monday through Friday and
24 hours a day on Saturdays, Sundays, and holidays.

**5.3.10.1 Systems Software and Hardware Maintenance Support.** The PA
shall perform services to include install and configure systems; monitor
systems for peak efficiency; manage space; perform release management;
install and configure operating systems, databases, and application
software on equipment specified in TE-3, Government Furnished Equipment.

**5.3.10.1.1** The PA shall notify affected Tier II customers, using
E-mail, no later than 1 workweek prior to scheduled downtime. For
unscheduled downtime, if the system is operable, the PA shall notify
customers who may be affected by the downtime at least 15 minutes prior
to taking the system down. When downtime is expected to last more than 2
hours, the PA shall notify all affected organizations (specific points
of contact that will be provided by the Government). The PA shall also
provide customers with an estimate of time the system will be
unavailable.

**5.3.10.1.2** The PA shall monitor resource utilization thresholds,
determine optimal performance levels, and provide to the KO or
authorized Government personnel a server performance evaluation report
on a monthly basis. The PA shall also include in this report the amount
of connect time, by customer organization, to the nearest tenth of an
hour, for each Tier II system for the month. Upon request by the KO or
authorized Government personnel, the PA shall modify the report to
reflect additional information that may be required or provide
additional reports. The PA shall provide daily user management that
includes changing, deleting, or moving users; managing directories,
space, or data; and modifying access rights.

**5.3.10.1.3 Space Management.** The PA shall monitor and manage space
on disks. The PA shall ensure that on average 20% free space exists on
each disk. At no time shall system space available for allocation fall
below 20%.

**5.3.10.2 Tier II Work Order Requests.** Customer requests for Tier II
services shall be entered into the work order system. In accordance with
work order priorities defined in Section C-2, the PA shall complete work
orders based on the following priority time frames unless otherwise
noted in the subparagraphs below: Priority 1 within 1 work hour of
dispatch, Priority 2 within 2 work hours of dispatch, Priority 3 within
4 work hours of dispatch, and Priority 4 through 5 within 1 workday of
dispatch. The PA shall adhere to paragraphs 2-14 and 2-16, Chapter 2, of
AR 380-19*, Information Systems Security* (dtd 27 February 1998), and
paragraph 2-200 and Appendix K of AR 380-67, *Personnel Security
Program* (dtd 9 September 1988).

**5.3.10.2.1 Troubleshooting Tier II Systems Hardware and Software.**
Upon dispatch of a work order request, the PA shall provide
troubleshooting and problem resolution IAW with the priority time frames
specified in 5.3.10.2. In the event of a system failure, the PA shall
notify the KO or authorized Government personnel within 1 work hour of
failure.

**5.3.10.2.2 Technical Assistance.** Upon dispatch of work order
request, the PA shall provide technical advice for current, future, or
planned systems. The PA shall provide technical assistance to customer
requests within 2 workdays of dispatch of request.

**5.3.10.2.3 Tier II Systems User-ids and Passwords.** The PA shall
ensure Tier II systems user-id and password requests are entered into
the work order system. The PA shall create Tier II systems user-ids and
generate passwords within time frames established by the customer on the
work order. The PA shall create user-ids with 100 percent accuracy.

**5.3.10.3 Backup and Recovery Services.** The PA shall perform daily
incremental backups, weekly full backups, and quarterly backups of Tier
II systems. The PA shall ensure backups complete successfully 100
percent of the time. The PA shall ensure backups are scheduled to run
outside of normal business hours. The PA shall rerun any failed jobs
within one workday. The PA shall retain backed-up data IAW Table C-5-9.

Table C-5-9: Backup Retention Periods

  ------------------------------------ ----------------------------------
  Backup Type                          Retention Period

  Daily                                2 weeks

  Weekly                               6 weeks

  Quarterly                            12 months
  ------------------------------------ ----------------------------------

In the event of a system disk volume failure, the PA shall respond
within 15 minutes. The PA shall notify the KO or authorized Government
personnel within 1 work hour of the failure. The PA shall begin
restoration of data immediately after hardware device has been replaced
or repaired. Restoration shall continue until the disk restore is
complete and is accessible to all users no later than the beginning of
the next workday. The PA shall ensure a work order document for each
system restore.

**5.3.10.3.1 Back-up and Recovery Work Order Requests.**

**5.3.10.3.1.1** Upon dispatch of a back-up work order request, the PA
shall create, modify, or cancel customer backup jobs according to
customer specifications. Jobs shall successfully complete writing
specified data to specified media.

**5.3.10.3.1.2** Upon dispatch of recovery work orders requests, the PA
shall restore file(s) from the most recent backup available, unless
otherwise specified by customer, within the following time frames:
Priorities 1 through 3 within 2 work hours of dispatch, and Priorities 4
through 5 within 2 workdays of dispatch.

**5.4 Visual Information (VI) Services.** This service does NOT include
photography, media loan library, audio recording, preview and review of
½" VHS and ¾" U-matic tape, graphic arts, public address system, video
and production equipment, video production, video duplication, closed
circuit television, satellite broadcasts, or video teleconferencing
using the Video Enhanced Network Users System (VENUS).

**5.4.1 Baylor Conference Center Complex.** The PA shall provide
administration, maintenance, and operation of the Baylor Conference
Center Complex that includes Baylor, Jordan, Schull, Whittemore and
Buffington conference rooms, as well as the Flagler suite. The PA shall
use the designated crib(s) to store conference room equipment (e.g.,
tables, chairs, easels, etc.) when not in use. The Baylor Conference
Center Complex conference rooms, Flagler suite, and storage crib(s) are
located on the 3rd floor, buildings 103 and 104.

**5.4.1.1** **Administration of Baylor Conference Center Complex.** The
PA shall record work order requests for conference room services in the
work order system. The PA shall schedule the Baylor Conference Center
Complex conference rooms IAW customer's requirements. The PA shall
complete work orders within time frames established by the customer.

**5.4.1.1.1** The PA shall provide the customer with an E-mail
confirmation message that includes confirmation of scheduled conference
room(s) with date and time of scheduled session, PA POC for problem
resolution, and identification of customer responsibilities. The PA
shall provide the customer with an E-mail confirmation within 4 work
hours of ~~issuance~~ dispatch of a request.

**5.4.1.1.2** The PA shall maintain a schedule of the Baylor, Jordan,
Schull, Whittemore, and Buffington conference rooms on the RIA web site
for public view. The PA shall update the conference room schedule(s) on
the RIA web site for each new, modified, or canceled conference room(s)
reservation within 30 minutes of dispatch of the customer\'s request.
The update for the web site requires customer\'s office symbol, room(s)
being reserved, and date and time of reservation. Updates to the web
site shall be error free.

**5.4.1.1.3** The PA shall ensure that software, equipment, and
necessary components required by the customer have been turned on and
are fully operational immediately prior to the start of each scheduled
conference room session.

**5.4.1.1.4** The PA shall ensure appropriate Baylor Conference Center
Complex room doors are open prior to scheduled sessions. The PA shall
send a technician proficient in the use of the Baylor Conference Center
Complex equipment (e.g., lighting, projectors, operation of microphones)
and software to each scheduled conference room 15 minutes prior to
session to assist customer. The PA shall provide the customer with a POC
and phone number if troubleshooting is required during the session.

**5.4.1.1.5** When the Baylor Conference Center Complex is scheduled,
the PA shall close software, ~~and~~ turn off equipment, and ensure that
the Complex doors are locked at the end of each day.

**5.4.1.1.6** The PA shall ensure that conference center rooms are clean
and orderly.

**5.4.1.2** **Maintenance of Baylor Conference Center Complex.** The PA
shall maintain Baylor Conference Center Complex software listed at TE-6
and hardware listed at TE-3.

**5.4.1.2.1 Troubleshooting Conference Rooms When in Use.** The PA shall
troubleshoot problems occurring during conference room(s) usage within 5
minutes of dispatch for assistance. Troubleshooting includes
identifying, tracing, or isolating a problem with a room system or a
peripheral device connected to a room system.

**5.4.1.2.1.1** The PA shall make any modifications, corrections, or
establish a work-around that can be implemented to bring the system back
on-line so the current conference can continue within 10 minutes. If the
problem is equipment or system failure that cannot be resolved, the PA
shall speak with the customer and establish an alternative plan within
30 minutes of dispatch of the troubleshooting request. Examples of
alternative plans include finding another room, using the overhead
projector instead of slide show, providing hard copies of briefing, or
canceling meeting and rescheduling, etc. The PA shall receive customer
approval of the alternative plan. The PA shall notify the KO or
authorized Government personnel with details of the specific problem,
and customer approved alternative plan within 2 work hours of dispatch
of troubleshooting request.

**5.4.1.2.1.2** The PA shall contact the vendor responsible for
performing necessary repairs within 2 work hours of dispatch of
troubleshooting request and work with the vendor to problem resolution.
The PA shall repair or replace defective equipment within 1 workday of
dispatch of troubleshooting request. The PA shall contact customers
scheduled to use equipment and software in conference room experiencing
equipment or software failure and provide status of equipment and
scheduled repair. The PA shall assist the customer with an alternative
plan.

**5.4.1.2.1.3** The PA shall document each problem, corrective actions
taken, and time spent. The PA shall provide this documentation to the KO
or authorized Government personnel within 1 workday of problem
resolution.

**5.4.1.3** **Operations of the Baylor Conference Center Complex.** The
PA shall provide operational and technical support for software and
equipment located in the Baylor Conference Center Complex. If work order
specifies, the PA shall provide a technician proficient in operating the
equipment and software used in the Baylor Conference Center Complex for
each scheduled session. The PA shall provide an on-site technical
support person who is qualified to troubleshoot problems during a
scheduled session. The PA shall troubleshoot problems as defined in
Sections 5.4.1.2.1.1 through 5.4.1.2.1.3.

**5.4.2 Multimedia Services.** The PA shall provide scheduling and
operations for multi-point video conferencing sessions. The PA shall
provide professional consultation services for multimedia to include
analysis, design, and implementation, including on-site meetings if
requested by the customer. The PA shall provide customer training on
multimedia services and conference room capabilities to include
equipment such as video and data projectors, computer systems, overhead
projectors, Liquid Crystal Display (LCD) room control systems, and video
conferencing equipment. The PA shall provide technical support for
multimedia services.

**5.4.2.1 Multi-Point Conferencing Bridge Services.** The PA shall
provide administration, maintenance, and operation of the Conference
Room Control System (CRCS) and Multi-Point Control Unit (MCU). The PA
shall have Lucent Technologies MCU Customer Training and be proficient
in the operation of MCU and CRCS hardware and software provided at TE-8,
Attachment K. The PA shall ensure that CRCS and MCU are operational 100
percent 0600-1630, Monday through Friday, or upon customer request. For
each reservation, the PA shall ensure each site requested has reached
connectivity, and that each site has proper sound and video quality.

**5.4.2.1.1 Scheduling Multi-Point Conferences.**

**5.4.2.1.1.1** The PA shall record multi-point reservation service
requests into the work order system. The PA shall complete work orders
within the time frames established by the customer. The PA shall
schedule conferences at the highest bandwidth possible.

**5.4.2.1.1.2** The PA shall schedule multi-point or point-to-point
videoconferences on the CRCS and MCU within 30 minutes of dispatch of
customer request. After scheduling the conference, the PA shall provide
a confirmation sheet generated from the CRCS to the customer within 10
minutes of dispatch of customer request.

**5.4.2.1.1.3** The PA shall maintain a current list of video numbers on
post, as well as customer name, video point-to-point off post, customer
voice phone number, customer E-mail address, location of equipment, and
customer office symbol. The PA shall provide this list to equipment POCs
and the KO or authorized Government personnel after each action. The PA
shall publish the file on RIA web page and Microsoft Outlook folders.

**5.4.2.1.1.4** Using CRCS, the PA shall generate written monthly usage
reports contained within the system and provide to the KO or authorized
Government personnel. The PA shall maintain a file of CRCS monthly usage
reports by fiscal year for the life of the contract.

**5.4.2.2 Training Customer on Use of Conference Rooms and Video
Conferencing Equipment.** Upon dispatch of a customer request, the PA
shall provide customer training on multimedia hardware and software. The
PA shall conduct training sessions within 3 workweeks of dispatch of
customer request. Upon completion of training session, the PA shall
provide each participant with a Government approved training survey. The
survey shall be developed using a numbering scale of 1 being worst, to 5
being best. The PA shall collect the completed surveys and forward them
to the KO or authorized Government personnel within 3 workdays of
training session.

**5.4.2.2.1** The PA shall prepare and provide customized training
materials to meet customer\'s requirements. The training material shall
include basic operating instructions for the customer\'s equipment. For
video conferencing equipment, an up-to-date listing of video

numbers used on this installation, PA POCs for scheduling multi-point
calls, a sample of a

multi-point reservation sheet, and procedures for reporting problems
shall also be included.

**5.4.2.2.2** The PA shall conduct on-site training at the customer\'s
work site for groups of five or less. The PA shall conduct training of
groups of six or larger in a conference room, if possible, within the
building where the customer resides, with same make and model multimedia
equipment unless otherwise negotiated with customer. Each training
session shall include a copy of the training material for each
participant and a question and answer period. For video conferencing,
the training shall also include a point-to-point video conference call,
and a question and answer period. The PA shall ensure equipment is
set-up and operational prior to training. Training sessions shall be
scheduled for a minimum of 1 work hour, unless customer requests a
shorter session.

**5.4.2.3 Technical Support for Conference Rooms and Video Conferencing
Services.** Upon customer request, the PA shall provide technical
support for multimedia services for conference rooms identified in Table
C-5-10. Customer requests shall be documented in the work order system.

Table C-5-10: Conference Rooms

+--------------------------------------------+-------------+-----------+
| # Title                                    | Building    | Floor     |
+--------------------------------------------+-------------+-----------+
| Commanding General's Conference Room       | 390         | 1st       |
+--------------------------------------------+-------------+-----------+
| Command General's Executive Conference     | 390         | 1st       |
| Room                                       |             |           |
+--------------------------------------------+-------------+-----------+
| OSC Conference Center                      | 350         | 6th       |
+--------------------------------------------+-------------+-----------+
| Burbules Conference Room                   | 350         | 6th       |
+--------------------------------------------+-------------+-----------+
| Larsen Conference Room                     | 350         | 4th       |
+--------------------------------------------+-------------+-----------+
| Monroe Learning Center                     | 350         | 3rd       |
+--------------------------------------------+-------------+-----------+
| TAG Conference Room                        | 390         | 3rd       |
+--------------------------------------------+-------------+-----------+
| RIA Commander\'s Conference Room           | 390         | 1st       |
+--------------------------------------------+-------------+-----------+

**5.4.2.3.1** The PA shall ensure all technical support work order
requests ~~and~~ are entered into the work order system. In accordance
with work order priorities defined in Section C-2, the PA shall complete
work orders based on the following priority time frames: Priority 1
through 3 within 15 minutes of dispatch of the work request. Priority 4
and 5 do not apply to this service.

**5.4.2.3.2** When installation conference rooms are in use, the PA
shall respond within 15 minutes of dispatch of request for technical
support assistance. Response includes identifying, tracing, or isolating
a problem with hardware and software located within the conference room
being used.

**5.4.2.3.2.1** If a hardware or software problem is encountered, the PA
shall make any modifications, corrections, or establish a work-around
that can be implemented to bring the system back on-line so the current
session can continue within 30 minutes of the technical support request.
If the problem is equipment or system failure that cannot be resolved,
the PA shall speak with the customer immediately about the problem.

**5.4.2.3.2.2** The PA shall notify the room administrator with details
of the specific problems within 1 work hour of dispatch of the technical
support request. The PA shall provide to the room administrator and the
KO or authorized Government personnel documentation describing specific
problem and corrective actions taken within 1 workday of dispatch of
technical support request. (Covered in 5.4.2.3.1)

**5.4.3 Electronic Imaging and Scanning.** The PA shall ensure
electronic imaging and scanning work order requests are entered into the
work order system. The PA shall complete work orders within time frames
established by customer. The PA shall provide vector and raster
conversion services from a variety of sources, which includes hard
copies (onion skins, originals, copies, vellums, bound and unbound
books, newspapers, etc.), utilizing various formats, and electronic
documents. Documents are often of irregular size and quality ranges from
very poor for hard copy documents to very good for electronic documents.
Upon request from the customer, the PA shall perform document
preparation work which includes removal of staples, paper clips, etc.,
and subsequent reassembly upon completion of scanning.

**5.4.3.1 Conversion Services.**

**5.4.3.1.1 Vector Conversion Services.** The PA shall perform vector
conversion services IAW MIL-STD-2407, *Interface Standards for Vector
Product Format* (dtd 28 June 1996). The PA shall conduct quality
assurance on each vector conversion service performed IAW Section 4,
MIL-PRF-0089049, *Performance Specification General Specification for
Vector Product Format (VPF) Products* (dtd 24 November 1998). Vector
conversion services shall be completed IAW the customer\'s requirements.
The PA shall provide an on-site drop off point for customers and, unless
otherwise directed by the customer, shall return to the customer any
materials provided for conversion.

**5.4.3.1.2 Raster Conversion Services.** The PA shall perform raster
conversion IAW Section 6, MIL-PRF-28002C, *Performance Specification
Requirements for Raster Graphics Representation in Binary Format* (dtd
30 September 1997). The PA shall conduct quality control on each raster
conversion service IAW Section 4, MIL-PRF-28002C, *Performance
Specification Requirements for Raster Graphics Representation in Binary
Format* (dtd

30 September 97). Raster conversion services shall be completed IAW the
customer\'s requirements. The PA shall provide an on-site drop off point
for customers and, unless otherwise directed by the customer, shall
return to the customer any materials provided for conversion.

**5.5 Printing and Publications.** The work order priorities defined in
Section C-2 do not apply to Printing and Publications.

**5.5.1 Forms Management.** The PA shall manage and direct the Forms
Program using procedures and guidance contained in DA Pamphlet 25-31,
*Forms Management Analysis and Design* (dtd 31 July 1995); Headquarters
DA Policy Letter 25-98-1, *Less Paper Policy for Departmental Forms and
Administrative Publications* (dtd 1 December 1998); and Chapter 3, AR
25-30, *The Army Publishing and Printing Program* (dtd 21 June 1999).
The PA shall

provide maintenance and disposition of electronic and hardcopy forms
files IAW with AR

25-400-2, *The Modern Army Recordkeeping System (MARKS)* (dtd 26
February 1993).

**5.5.1.1 Maintain Form Repositories.** The PA shall maintain an
electronic repository of current forms. The PA shall ensure that current
forms are essential. The PA shall maintain an automated register of
current and obsolete forms. Historical information shall be included in
the forms register. Historical information includes form number, title,
description, justification, specifications, and routing information.

**5.5.1.2 Establish Forms.** The PA shall ensure work orders requesting
to obsolete an existing form, establish a new form, or revise a form are
entered into the work order system. The PA shall analyze new and revised
forms submitted for approval to ensure each request is fully justified.
The PA shall respond to each customer request within 4 work hours of
dispatch. The PA shall provide guidance for customer organizations as
requested by customer or as dictated by change.

**5.5.1.2.1 Form Compliance.** The PA shall ensure local forms are
numbered consecutively using the Series Numbers and Titles of
Administrative Publications found in Table 2-4, AR

25-30, *The Army Publishing and Printing Program* (dtd 21 June 1999).
The PA shall ensure the RIA Legal Office has authorized privacy act
statements for forms used to collect personal data.

**5.5.1.2.2 Digitize Forms.** Based on customer request, the PA shall
either automate or scan new or revised forms. The PA shall follow
guidance in paragraph 3.15, Chapter 3, AR 25-30, *The Army Publishing
and Printing Program* (dtd 21 June 1999) and Chapter 3, Section II, DA
Pamphlet 25-31, *Forms Management Analysis and Design* (dtd 31 July
1995) in developing and designing electronic forms. The PA shall design
electronic forms and ensure that local forms have a prescribing
publication for every form used by two or more elements of an
installation or activity. The PA shall use the DOD standard JetForm
FormFlow, Version 2.1 or higher (identified in TE-6, Government
Furnished Software), to design electronic forms. The PA shall design
forms in JetForm FormFlow within 20 workdays of dispatch of customer
request, or the negotiated time agreed upon by the customer. Forms not
designed in FormFlow shall be scanned into the Forms Printing System
(FPS) within 2 workdays after dispatch of the form. The PA shall provide
an on-site drop off point for customers and, unless otherwise directed
by the customer, shall return to the customer any materials provided for
digitization.

**5.5.1.3 Form Reproduction.** Upon dispatch of a work order requesting
approval to reproduce a form, The PA shall approve or disapprove IAW
paragraph 3-14, Chapter 3, AR 25-30, *The Army Publishing and Printing
Program* (dtd 21 June 1999) within 1 workday of dispatch of request.

**5.5.1.4 Troubleshooting and Problem Resolution.** Upon dispatch of a
work order request, the PA shall provide troubleshooting and problem
resolution support. The PA shall resolve problems associated with
JetForm FormFlow and electronic forms within 1 work hour of dispatch of
work order.

**5.5.2 Army Electronic Library Guidance.** The PA shall develop and
test instructions on how customers can access and use the Army
Electronic Library and other electronic publications and forms CDs. The
PA shall disseminate instructions to customers within 10 workdays after
the new CDs are received.