AMENDMENT OF SOLICITATIONIMODIFICATION OF CONTRACT 1. CONTRACT ID CODE PAGE OF PAGES

1 " 22. AMENDMENTIMODIFICATION NO. 3. EFFECTIVE DATE I 4. REOUISITION/PURCHASE REQ. NO 5. PROJECT NO. (It applicable)

MODU 5 07/15/2014 ERE -ADM-14-01406. ISSUED B( CODE N 7 ADMINISTERED BY (If other Ihan Item 6) CODE I

US NRC - HQ

ACQUISITION MANAGEMENT DIVISIONMAIL STOP 3WFN-05-C64MPWASHINGTON DC 20555-0001

8. NAME AND ADDRESS OF CONTRACTOR tI., smr,et. cernt•leti. e and ZIP Code) (X)9A. AMENDMENT OF SOLICITATION NO.

3LINKS TECHNOLOGIES INC9B. DATED (SEE ITEM 11)

8701 GEORGIA AVE STE 705

10A. MODIFICATION OF CONTRACT/ORDER NO.NRC-HQ-13-C-10-0050/NRC-HQ-13-C-l10-0050

SILVER SPRING MD 209103713 1OB. DATED(SEEITEM.13)

CODE 015229300 FACILITY CODE 08/20/2013.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

L-The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receiDt of Offers is extended. F] is not extended.Offers must acKnowledge receipt of this amendment pnor to the hour and date specified in the solicitation or as amended , by one of the following methods: Ia) By completingItems B and 15, and returning copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or I) Byseparate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGEMENT TO BE RECEIVED ATTHE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER If byvirtue of this amendment you desire to change an offer already submitted , such change may be made by telegram or letter. orovided each telegram or letter makes referenceio the solicitation and this amendment, and is received prior to the opening hour and Oate specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

See Schedule13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTSIORDERS. IT MODIFIES THE CONTRACTIORDER NO. AS DESCRIBED IN ITEM 14.

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO; (Specify authoriy) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACTORDER NO. IN ITEM 10A.

E. THE ABOVE NUMBERED CONTRACTIORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office.appropriation date. etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

C. THIS SUPPLEMENTALAGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and autnonty)

E. IMPORTANT: Contractor j is not. , is required to sign this document ans return 1 copies to the issuing office.

14. DESCRIPTION OF AMENDMENTIMODIFICATION (Organized oy UCF section headings. inciuding solicitationlcontrect subject matter where feasible.)

3LINKS TECHNOLOGIES INCThe purpose of this modification is to revise the Statement of Work, Section 2, TASK A:

VIDEO TELECONFERENCING (VTC) SERVICE & SUPPORT to add language about VTC support servicesat off-site locat-ions within the Baltimore/Washington D.C. Metropolitan area. Therefore,this modification deletes the current Statement of Work ir its entirety and replaces itwith the attached, revised Statement of Work dated July 15, 2014. This revision is made atno additional cost to t-he Government.

Total Obligated Amount: $2,045,405.05 (unchanged)Total Ceiling: $2,343,869.97 (unchanged)Continued ...

Excepl as provided herein, all terms and conditions of the document referenced in Item 9 A or 10A, as heretofore changed, remains unchanged and in full force and effect.

1iSA. NAME AND TITLE OF SIGNER (Type orpint) ,E16A. NAME AND TITLE OF CONTRACTING OFFICER (Type orprint)

VALERIE 11. WHIPPLE

15B. CONTRACTORJOFFEROR " ./ 15C. DATE SIGNED 16 U IT STE OFA E C6C DAT SIGNED

NSNI 7•f40l0.1.52870t / STADIARD FORM 30 /REV 1083Previous edition unusable Presc(ibed by GSA

FAR (48 CFR) 53.243

SUNSI REVIEW COMPLr-..

l~mult- An1fowATond

JUL 3 .u 2014

REFERENCE NO. OF DOCUMENT BEING CONTINUED AGE OFCONTINUATION SHEET NRC-HQ-13-C-10-0050/NRC-HQ-13--C-!-0-0050/MCO005• IG2 2

NAME OF OFFEROR OR CONTRACTOR

3LINKS TECHNOLOGIES INC

ITEM NO SUPPLIESISERVICES QUANTITY UNIIT UNIT PRICE I AMOUNT

(A) (B) (C) (D) (E) (F)

Total. Ceiling (inclusive or options):37.i18,618.73 (unchanged)

ALL OTHER TERMS AND CONDITIONS REMAIN UNCHANGED.

?eriod of Performance: 09/01/2013 to 01/31/2015

NSN 75430"1-152-8057 OPTIONAL FORM 33614-66)Sponsored Vy GSA

FAR (48 CFRI 53 110

4 " ,•,

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OFCONTINUATION SHEET '-RC-Q-1-C- 1 7- 0050,/NRC-H- - 0-i-0050/N10005 f 2

NAME OF OFFEROR OR CONTRACTOR

3LINKS TECHNOLOGIES !NC

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT(A)} (B) (C_) (D) (E,) (F)

7Ca r e~'~(n~s5eo tin)

~Y118, 61S.3 (unchanged)

A- L OTz4FP. TRMS ANDt CONDITIO'0NS PRM--fLil UNCH)ANGED.

Per iod of Per formance : 09,10'.1201.3 to 0,/ 3 /20 15

NSN 754."- 152.806, OPTIONAL FORM 336 (4-861Sponsored 61y GSAPAR 148 CFR) 53.110

NRC MULTIMEDIA SUPPORT SERVICESSTATEMENT OF WORK

JULY 15, 2014

1. BACKGROUND

The mission of the U.S. Nuclear Regulatory Commission (NRC) is to license and regulate thenation's civilian use of byproduct, source, and special nuclear materials to ensure adequateprotection of public health and safety, promote the common defense and security, and protectthe environment. The NRC's scope of responsibility includes regulation of commercial nuclearpower plants; research, test, and training reactors; nuclear fuel cycle facilities (also called fuelcycle facilities); medical, academic, and industrial uses of radioactive materials; and thetransport, storage, and disposal of radioactive materials and wastes. The NRC's regulations aredesigned to protect the public and occupational workers from radiation hazards in thoseindustries using radioactive materials.

The NRC Headquarters (HQ) is located in multiple office buildings, primarily in Rockville,Maryland. The majority of NRC personnel work in the White Flint North office complexconsisting of two buildings - One White Flint North (OWFN) and Two White Flint North (TWFN).Other NRC HQ offices exist in both Rockville and Bethesda and the establishment of additionallocations are under development (see section 1.2 "Work Locations" below)

The NRC Office of Administration (ADM) is responsible for managing and maintaining the NRCheadquarters non-secure video teleconferencing (VTC) systems, the supporting infrastructure,and for providing operational support. ADM also provides a wide range of audiovisual (AV)support services to internal customers to include photography and photo enhancement, videoproduction and editing, web streaming of public meetings over the Internet, and related visualinformation services. ADM also provides support for the operation and maintenance of the NRCpublic address system at the agency's various Maryland-area facilities. The scope of thisrequirement includes the non-secure technical and management support functions required tosupport day-to-day VTC operations, the day-to-day operation of the NRC AV Studio, respondingto customer requests for AV and VTC services, and providing for AV and VTC systemsmaintenance and repair services.

Work LocationsThe Contractor shall provide day to day Multimedia Support Services as described herein at thefollowing primary locations:

1. One White Flint North (OWFN)11555 Rockville PikeRockville, MD 20852

2. Two White Flint North (TWFN)11545 Rockville PikeRockville, MD 20852

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Other HQ Locations (locations 3, 4, 5 & 6 may be decommissioned during the period ofperformance of this contract, and personnel & assets transferred to either location 1, 2, or 7)

3. Gateway Building (PDC)7201 Wisconsin Ave, Suite 425Bethesda, MD 20814-4810

4. Executive Boulevard Building (EBB)6003 Executive BoulevardRockville, MD 20852

5. Twinbrook Building (TWB)12300 Twinbrook ParkwayRockville, MD 20852

6. Church Street Building (CSB)21 Church StreetRockville, MD, 20850

7. New Permanent Building (3WF - under construction):Three White Flint North11601 Landsdown StreetRockville, MD 20852

The contractor shall station contractor personnel at OWFN, TWFN and other HQ-area locationsto provide support on an as-needed basis as determined by the NRC Contracting OfficerRepresentative (COR).

2. SCOPE OF WORK

The Contractor shall furnish all personnel, supervision, management and tools required toprovide the NRC with comprehensive AV/VTC services as outlined in Tasks A, B and C underthis requirement. Installation, maintenance materials and parts required for Contractorpersonnel to perform work on this contract shall be procured by the Contractor as delineated inthe below sections.

All tasks associated with this requirement are considered Basic Contract Services and must bequoted under the fixed monthly price for this requirement except those services which areclearly identified as on-call services in this Statement of Work. Task areas A (VTC) and B (AV)will be procured on a fixed price basis, and task area C (multimedia technical support) will beprocured on an on call basis.

The contractor shall provide technical assistance for the following task areas under thisrequirement:

Note: The NRC COR will provide guidance regarding work prioritization. Any special projects(projects that are outside the scope of the day-to-day activities) will be initiated by the CORissuing a special project task. The contractor will respond within two weeks with a projectcharter with specific goal(s), project plan, cost estimate, performance standards, and monitoring

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methods. The contractor must provide this information keeping in mind that the day-to-dayactivities must be uninterrupted and fully supported..

TASK A: VIDEO TELECONFERENCING (VTC) SERVICE & SUPPORT

The Division of Administrative Services, Multimedia Communications Branch, (ADM/DAS/MCB),provides VTC services at the NRC headquarters buildings. The contractor will occasionally berequired to provide a variety of VTC support services at off-site locations within theBaltimore/Washington D.C. Metropolitan area. The NRC COR or designee, on an as-neededbasis, will designate locations. Travel costs will be reimbursed in accordance with the FederalTravel Regulations.

The VTC infrastructure has the capacity to support eleven simultaneous 384 kilobit/sec, duplexvideo sessions. The VTC telecommunications infrastructure consists of:

CSB: (4) MXP 6000TWB: (3) MXP 6000PDC: (1) MXP 6000 & (2) MXP 3000 & (2) MXP 9090 & (1) VSX 8000TWFN: (8) MXP 6000 (one unit dedicated to NRC Office of New Reactors & two

units dedicated to the NRC Office of the Advisory Committee on ReactorSafeguards) (8 BRI lines dedicated to MPS-800)

OWFN: (8) MXP 6000 (One unit dedicated to the NRC Office of Nuclear ReactorRegulation, one unit dedicated to the NRC Office of Enforcement & one unitdedicated to the NRC Office of Inspector General) & (8 BRI lines dedicated to

MPS-800)EBB: (3) VSX 8000

The VTC locations will change as 3WF comes online in 2012 and 2013. VTC systems will bemoved from interim locations to 3WF.

NRC OWFN/TWFN serves as the central hub site for VTC operations supporting multipointconferences throughout the agency. ADM owns the VTC infrastructure and the support servicefor the VTC system. The end units are owned by ADM and various NRC offices. ADM isresponsible for support and troubleshooting of in-session issues. ADM is also responsible forsetting up, dialing in, and disconnecting all sessions. The VTC infrastructure only supportstransmission across ISDN lines. The NRC is expected to add VTC over IP capabilities in 2013or 2014. Technicians are required to support both VTC over ISDN and VTC over IP.

These specifications prescribe the work effort to be performed and the technical and operationalparameters to be met in satisfying the requirements. This task requires the contractor to provideservices for on-site, day-to-day, non-secure VTC support services at NRC headquarters.

Note: transmission of classified or safeguards information over non-secure agency VTCsystems is prohibited and outside of the scope of this contract.

The Contractor shall provide the following services:

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I Installation, de-installation, set-up, configuration, scheduling coordination, transport, anddiagnostics of video conferencing systems and equipment.

* Reviewing, coordinating and approving VTC facility scheduling performed by the Office ofAdministration's Administrative Service Center (ASC).

• Allocating and negotiating bandwidth availability among meeting sponsors and participatingend-points.

* Providing requestor with dial-in information and detailed, customized dialing instructions forthe host and all participants.

*• Troubleshooting connectivity problems to minimize conference interruptions.* Performing limited diagnostics and maintenance. Limited diagnostics and maintenance

establishes limits for support to one-for-one replacements for VTC components that can becompleted by the contractor with no formal training in video conference systemsmaintenance and repair.

• Ensuring required connections are established to coincide with scheduled meetings.Working with other agencies and users to coordinate and ensure audio and videoconferencing equipment is functional. This includes testing and certifying the videoteleconference room with internal and external locations, as needed

• Demonstrating the use of video teleconference equipment to users.* Developing a maintenance /repair plan and establishing maintenance contracts as

needed/available for equipment listed above." The equipment is listed previously on page 3of this SOW.

° Coordinating with vendors, VTC maintenance contractors and service providers to requestmaintenance and/or repair service as needed. Developing and maintaining a VTC systemStandard Operating Procedure (SOP) to include but not limited to system drawings, circuitand number assignments, system/equipment inventory, operational procedures,troubleshooting procedures, points of contact, etc.

* Performing routine biweekly scheduled inspections and equipment tests of all VTC systems.Developing and submitting to the NRC COR a recommendation for a preventivemaintenance action plan for those systems under the Contractor's purview.

STAFFINGContractor shall provide an on-site point of contact for all VTC services and technicalrequirements under the contract. The Contractor shall also provide, at a minimum, six (6) fulltime on-site personnel to perform day-to-day VTC functions and to provide ongoing VTCsupport as identified in this SOW.

The Contractor shall utilize the NRC VTC Information Technology Infrastructure Division (ITID)system, to track VTC requests and ensure that all requests for service are responded to in atimely manner. The VTC ITID is an interactive scheduling database that various offices at theNRC uses to schedule VTC sessions.

The contractor shall maintain a record of each meeting to include but not limited to the following:

• Description/Summary• Participants (Names, telephone numbers, email addresses)* Bandwidth Requirements" Special Requirements* Issues" After-meeting Summary

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The Contractor shall:

* Respond to user requests via the agency email with approval for scheduled meeting or otherinformation

* Coordinate with the agency customer and other Contractors as required to resolve problems* Update the trouble tickets to include updated information regarding the status of the

repair/restoration.

NOTE: The focal point for prioritizing problems shall be the NRC COR or his/her designatedalternate. The status of all open telecommunications infrastructure related problems shall betracked and reported to the NRC COR weekly with plans for resolution.

MANDATORY PERFORMANCE REQUIREMENTSRequests for VTC Service usually are for a planned future activity. They differ from failures inthat they normally do not require immediate response. The Contractor shall respond to requestsfor services from the AV-VTC calendar resource

During the Core Duty Hours of 7am - 5:30pm, the Contractor shall provide qualified on-site staffto identify and correct VTC service problems and satisfy the hardware maintenance responseand VTC system availability requirements specified in the following paragraphs. As a guide,Contractors should not be in NRC facilities later than 6pm, or earlier than 6am. The CORreserves the right to adjust the level of concurrent capacity, and to adjust the contractor level ofeffort and times of performance to match the projected workload during any scheduled workday

The Contractor shall perform trouble and/or fault isolation and diagnostic testing for the VTCsystem equipment supporting analog and digital voice, data and video requirements.Adjustments or minor repairs that do not interfere with any warranty program are permitted. Acomplete list of those items under warranty will be provided to the contractor upon contractaward.

Minor repairs of all components will be limited to replacing user accessible parts (e.g., systemcards, power supplies, etc. that do not require more than the removal of a chassis cover), orsending units out through the COR for repair under warranty. Contractor performed board-levelrepairs or repairs requiring specialized repair tools or equipment shall not be performed as partof this task.

Troubles with the VTC infrastructure are reported by users and/or by the NRC COR to theAV-VTC help desk. The AV-VTC help desk shall create a trouble ticket immediately uponnotification of trouble. The Contractor shall respond within two hours to the trouble ticketand update the ticket with the repair/restoration status information. For those ticketsassigned to the contractor, the contractor shall serve as focal point until the problem isresolved.

NOTE: The focal point for prioritizing problems shall be the NRC COR or his/her designatedalternate. The status of all open VTC infrastructure related problems shall be tracked andreported to the NRC COR weekly with plans for resolution.

FAILURE DEFINITIONSMaintenance response and service restoration time requirements are dependent on theclassification of the failure. There are two failure classifications - critical and non-critical:

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* Critical failures are defined as failures of voice or network components that affect more thanone user. Excluded are "new" features implemented for less than a week or any system ortelecommunications program that is identified as a "pilot."

* Non-critical failures are those that affect only a single user or new functions under test.

ESCALATION REQUIREMENTSResponse time and efficiency of service restoration affect network availability. The Contractorshall develop standard procedures requiring the on-site personnel to escalate the priority of atask after one hour of work. For example, if the on-site personnel has not identified the specificproblem and determined the exact fix, or cannot identify the immediate resolution of a problemat the end of the first hour, the on-site personnel shall request assistance from their supervisor;if the problem has not been resolved at the end of the second hour, the on-site contractorProject Manager shall request assistance from the NRC COR.

NOTE: The contractor shall notify the NRC COR if a specific problem exists past theaforementioned two-hour mark

For non-critical failures, the Contractor shall restore VTC communications service within fourhours elapsed time within the core duty hours (or at a later time as approved in writing by theNRC COR). For example, a failure reported to the Contractor at 4.30 PM on Friday shall berepaired by 10 am Monday based on one hour Friday (4.30 PM to 5.30 PM) and three hoursMonday (7 AM to 10 AM).

For work stoppage failures, restoration of service shall be a priority issue regardless of the time,within core duty hours. During the core duty hours, the Contractor shall respond within twohours to a critical failure. Outside the core duty hours, the Contractor shall be on-site within twohours of being notified by the COR of a critical failure (critical failure means equipment outagethat causes work stoppage). In both instances, the Contractor shall be prepared to work untilservice is restored. The COR shall review each situation on a case by case basis before adecision is made.

MAINTENANCE REPORTING REQUIREMENTSIf the Contractor is notified of a VTC related issue or problem, the contractor shall create atrouble ticket, and notify the NRC COR of the nature of the issue or trouble reported. TheContractor shall make every effort to resolve and close the ticket in the most expeditiousmanner. The contractor shall notify the COR when the issue has been resolved.

The Contractor shall document all trouble calls and the substitution of equipment using NRCforms and methods to document maintenance calls handled and maintenance actions taken.All such documentation shall be monitored for trend analysis and provided in the monthly statusreport to the NRC COR or their designated alternate.

The Contractor shall obtain written approval from the NRC COR or Alternate COR.prior toperforming maintenance if:

* The cumulative cost of the repairs exceeds the cost of replacement hardware for theaffected service being repaired

-. The cost to repair is expected to exceed $200; and/or

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" The estimated problem resolution time is expected to exceed the allowed service restorationtime limits

* There is a need to perform disruptive testing on a marginal circuit or system.

The contractor shall provide the following information to the NRC COR:

- Details of the suspected failure* Impact the testing will have on users• Testing plan including estimated duration

PERFORMANCE REQUIREMENTS

The Contractor shall utilize standard procedures requiring the on-site personnel to escalate thepriority of a task after one hour of work. For example, if the on-site technician has not identifiedthe specific problem and determined the exact fix, or cannot identify the immediate resolution ofa problem at the end of the first hour, the on-site personnel shall request assistance from theon-site contractor supervisor. If the problem has not been resolved at the end of the secondhour, the on-site contractor supervisor shall request assistance from the NRC COR.

Description: 100% Compliance with Promoting PriorityTargets: (a) within one (1) one hour if the technician cannot identify the immediateresolution, (b) at the end of the second hour the problem should be communicated to theCOR. Quality performance metric = 100%

* Data Source: N/A* Responsible Party: Contractor* Frequency: As needed

Description: 100 % compliance with Failures* All critical failures should be communicated immediately to the NRC COR, Team Lead, or

the Alternate COR for non-critical failures, the Contractor shall restore service within fourhours elapsed time within the core duty hours (or at a later time as approved by the NRCCOR). Outside the core duty hours the Contractor shall be on-site within two hours of beingnotified of a critical failure. In both instances, the Contractor shall be prepared to work untilservice is restored. Quality performance metric = 100%

• Data Source: N/A* Responsible Party: Contractor

Frequency: As needed

REPORTS AND DELIVERABLES100% of reports and deliverables milestones shall be delivered to the COR within the projectschedule at least every 30 days. Change in final deliverable milestones in the project scheduleshall be approved by the COR. Compliance will be monitored via COR through ProjectSchedule and Monthly Progress Reports reviews.

* Target: Quality performance metric = 100% by specified date* Data Source: Project Schedule and Monthly Progress Reports* Responsible Party: Contractor" Frequency: When appropriate

TASK B: AUDIOVISUAL (AV) SERVICE & SUPPORT

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This section sets forth the roles and responsibilities required to support the NRC AV operation,and provides for all day-to-day AV operational support and services as delineated in this SOW(day-to-day work is clearly defined).

Note: The NRC COR will provide guidance regarding work prioritization. Any special projects(projects that are outside the scope of the day-to-day activities) will be initiated by the CORissuing a special project task. The contractor will respond within two weeks with a projectcharter with specific goal(s), project plan, cost estimate, performance standards, and monitoringmethods. The contractor must provide this information keeping in mind that the day-to-dayactivities must be fully supported and constantly maintained.

The U.S. Nuclear Regulatory Commission (NRC) requires a variety of daily audiovisual (AV)and photographic services to support the activities of over 3,000 NRC staff housed at thevarious NRC headquarters buildings. Generally, the services include AV and photographicsupport for approximately 750 events and approximately 15,000 photos each year. Manyconcurrent meetings, ceremonies, presentations, and events of varying size are conducted on adaily basis.

The majority of AV and photographic support is provided in the NRC White Flint North (WFN)headquarters complex. On occasion, services will be required at NRC headquarters current off-site locations, including the Gateway Building (GW) in Bethesda, Maryland, and the ExecutiveBoulevard Building (EBB), Twinbrook Building (TWB), and the Church Street Building (CSB), inRockville, Maryland. One White Flint North (OWFN) has a large meeting room (referred to asthe NRC Commission Hearing Room) located on its ground-floor level and seats up to 125people. The second building, Two White Flint North (TWFN), has a large meeting room(referred to as the NRC Auditorium) located on its P-2 level and seats up to 300 people. Boththe NRC Commission Hearing Room and the NRC Auditorium have their own dedicated AVcontrol room with audio visual systems that are monitored and controlled by AV personnelduring events. There are also smaller meeting rooms within the OWFN and TWFN buildingsthat are used for smaller events of up to 40 people. There are several other large areas withinthe WFN complex and off-site headquarters locations which are used for special eventsincluding retirements, receptions, award ceremonies, blood drives, book fairs, special eventactivities, video presentations and poster projects. The off-site locations at GW, EBB, TWB andCSB will be decommissioned during the period of performance of this contract, and theiroperations will be relocated to either OWFN, TWFN or the newly-constructed Three White Flintbuilding (3WF).

BASIC AUDIOVISUAL SERVICES AND SUPPORTThe NRC requires a wide variety of AV and photographic services to support the manyconcurrent meetings, ceremonies, presentations and events of varying size conducted on adaily basis at NRC's WFN complex and/or off-site headquarters locations identified in the SOW.The contractor will occasionally be required to provide a variety of AV and photographic supportservices at off-site locations within the Baltimore/Washington D.C. Metropolitan area. Locationswill be designated by the NRC COR or designee, on an as-needed basis. Travel costs will bereimbursed in accordance with the Federal Travel Regulations.

The contractor shall provide all necessary management, supervision, administration, andpersonnel required to perform the AV and photographic support services identified in this SOWduring the period of performance of the contract, including any option periods exercised. Thecontractor shall provide all direct and indirect resources, except those specified as Government-

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furnished property in this SOW. The contractor shall be responsible for the repair orreplacement of any NRC-furnished equipment or property specified in this SOW that isdamaged or lost by the contractor.

Services under the contract shall include managing the AV searchable library and ongoing dailyon-site requests for AV and photographic services to support meetings, conferences, programsand other events. The requests for service are submitted by customers via e-mail, telephone,Administrative Service Center requests, or in-person walk-ins. The AV and photographicservices normally include photo printing, video editing, video recording, video production, etc.The contractor shall be able to support at minimum six (6) concurrent events in differentlocations unless the NRC COR or alternate approves the use of multiple contract staff tosupport an event that requires multiple staff (i.e. Commission Briefings, etc). For each event,personnel shall be responsible for pre-event setup and testing of microphones, video cameras,cameras, and other sound or video equipment, video monitors, etc., and operation of the AVcontrol rooms to record video/audio, adjust the various AV equipment, and monitor overallsystem performance.

The contractor shall provide coverage (Basic Services) to perform all daily services Monday-Friday, except on Federal holidays, between the core duty hours of 7:00 a.m. and 5:30 p.m.The majority of NRC events are held Tuesday, Wednesday or Thursday, because many NRCemployees work a "Compressed Work Schedule" (CWS) and are off on Monday and Friday.The COR reserves the right to adjust the level of concurrent capacity, and to adjust thecontractor level of effort and times of performance to match the projected workload during anyscheduled workday.

BASIC SERVICES REQUIREMENTS

AV and Photographic Support ServicesThe contractor shall provide coordination and the quality control for all AV and PhotographicServices to ensure that the contractor maintains the level of services required under the contractwithout compromising the overall efficiency, effectiveness and quality standards established inthis SOW. The PM, the AV program lead, and the VTC program lead shall be listed as keypersonnel under the contract. The PM (and AV program lead) shall:

* Manage the receipt, coordination, assignment and performance of requests for servicesreceived from customers.

" Schedule requests within two hours, typically on a first-come first-served basis, with theexception of activities and events designated by the NRC COR as having higher priority.The NRC COR reserves the right to change any service request at any time as newhigher-priority requests are received or as circumstances for existing requests change.Scheduling includes clarifying the requirements to assure that the requestor receives theexpected results and to provide appropriate recommendations when the requestor is notcertain of their requirements.

* Ensure that contractor personnel perform all preparatory work and testing prior to eachevent to ensure that the equipment performs satisfactorily during each event.

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• Ensure that services are performed in accordance with the requirements of each requestand the relative order of priority. The NRC COR or Alternate COR reserves the right tochange the designated priority of any service request at any time.

* Ensure that all services are provided in a professional manner ensuring customersatisfaction and compliance with the terms and conditions of the contract.

* Summarize the workload through a biweekly report, monthly report, quarterly report, anda year-end report. Example reports shall be provided by the NRC COR. The contractorshall keep the NRC COR informed of the status of all NRC service requests and activitythrough written correspondence and ad hoc reports. The contractor shall also providethe NRC COR or designee a verbal or written status upon request.

Follow the specific instructions and guidelines regarding unique or high profile servicerequests.

Provide the NRC COR a current and accurate inventory of equipment. COR andContractor shall jointly inventory the Government furnished property list at the beginningand end of the contract. COR will inform the Contractor of changes to equipmentincluding the addition or subtraction of equipment from the list. Contractor shall maintainaccurate records of all items, and report missing or damaged items immediately to theCOR.

* Ensure that contractor personnel clarify the requirements to customers and makeappropriate recommendations when the customer is not certain of the particularrequirement in order to achieve the expected results.

• Ensure that contractor personnel who are not on an active assignment shall completeexisting projects, maintenance/upkeep of equipment and media libraries and providecustomer service support.

AUDIOVISUAL SERVICESContractor shall:

O Cperate the NRC headquarters onsite AV Production Studio, which is currently outfittedwith solid-state Panasonic P2 workflow equipment, MAC computers and video editingsuite (currently Final Cut Studio Pro 3), and Digital Asset Management library (CatDV).Equipment and/or software may be changed or upgraded by the NRC over-time.

.. Provide subtitling / captions as part of the video editing process (currently Final Cut andNAC Caption).

* Transport, install, test, adjust, and operate a wide variety of AV systems in support ofmeetings and events held primarily in the Auditorium, Commission Hearing Room,training rooms and conference rooms, and shall assist with the setup of relatedequipment/software.

* Perform all preparatory work and testing prior to all events ensuring the systemsperform satisfactorily during each event and activity.

* Provide other AV services as requested, such as video and audio recording, editing,and duplication services.

* Maintain the NRC library of photographic and video files.

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PHOTOGRAPHIC SERVICESContractor shall:

Operate the NRC headquarters on-site digital Photo Studio, which is currently outfittedwith Canon digital camera equipment, special lighting, photo scanners, digital photoprinters, inkjet printers, digital photo editing software for PC and MAC (currently AdobePhotoshop CS4 or higher) and photo library. Equipment and software may be changedor upgraded by NRC over time.

* Perform all preparatory work and testing prior to each event and activity to ensure theequipment performs satisfactorily.

. Provide photos that reflect full, professional coverage of each event and activity, andidentify the subject, title, location, and date of the event or activity, and name ofdignitaries, executives, etc., in attendance where possible.

• Photograph, digitize, enhance size/edit/crop, format, store, and print images of NRCmeetings, ceremonies, events, employee passport photos, executive portraits, etc.

• Scan photos and photographic negatives into digital format, create digital images forslide presentations, create enlargements or reductions of existing photos, etc.Organize and manage all NRC photographs into the digital photo library searchable bykey word and easily retrievable for inclusion in NRC presentations, publications, andother documents.

* Provide professional customer service, including search of photos.

PROCEDURAL SERVICESThe contractor shall maintain the written procedures and operations guide for audiovisualsupport, which outlines specific NRC event support. The operations and procedure guideprovides an overview of audiovisual functionality and support per each support event and/ortask.

The contractor shall provide the NRC COR or designee recommendations for new or revisedprocedures, and will provide reports that may improve the overall efficiency, effectiveness,quality of services and service delivery. The Operation Procedures Guide will be a livingdocument subject to frequent revisions, as may be necessary.

STAFFINGThe contractor shall provide an on-site contractor supervisor (capable of performing video andphoto services outlined within this SOW) to serve as the NRC on-site point of contact for allservices and technical requirements under the contract. On-site contractor supervisor shallhave full authority to represent the contractor in all matters relating to the technical requirementsand services specified in the SOW. The on-site contractor supervisor will also be responsiblefor assigning personnel, assuring personnel arrive to their assignments on time, and productsare completed and tracked daily. The contractor shall provide:

" A minimum of six (6) full-time equivalents (FTE's) to accomplish all daily tasks (sixconcurrent events) covered under Basic Services.

* At least three (3) of the FTE must be trained photographers, with skill in the use of digitalcamera equipment, special lighting, photo scanners, digital photo printers, inkjet printers,digital photo editing software for PC and MAC (currently Adobe Photoshop CS4 or higher)and photo library

• At least three (3) of those FTE must be trained and qualified as videographers possessingboth video shooting and video editing capabilities, and must possess a strong familiarity with

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using Adobe Final Cut Pro software. They must additionally possess skill in the operation ofPanasonic P2 workflow equipment, MAC computers and Digital Asset Management library(CatDV). Equipment and/or software may be changed or upgraded bythe NRC over time.Personnel shall also provide subtitling / captions as part of the video editing process(currently Final Cut and NAC Caption).

* All AV, Photo and on-call support personnel shall be trained and qualified to independentlyoperate the AV equipment in the Control Rooms located in the Commission Hearing Roomand the TWF Auditorium. This support shall include equipment set-up, pre-meeting testing,operation during meetings, and post-meeting equipment breakdown. All personnel shall betrained to support video teleconferencing and Webstreaming operations during meetings.

* Personnel shall be capable of lifting items that weigh up to 50 lbs. (television monitors,cameras, etc.) and walking and standing for long periods while performing these services.

, Personnel with administrative customer support skills to provide customer support specifiedin this SOW.

* A pool of qualified additional on-call staff, including video editors, should programmaticrequirements beyond those stated in this SOW arise which require supplemental staffing.

• The contractor shall establish and maintain a core group of qualified, security-clearedcontractors to perform Basic Services.

The Contractor Supervisor must perform the following duties:

,, Manage on-site Contractor personnel.fa Create and maintain databases to track AV and photographic service requests.

-Maintain current and accurate inventory of NRC AV and photographic equipment., Provide training for both contractor personnel and customers on the use of equipment.* Respond to customer requests for services.* Develop standard and ad hoc activity and status reports. Summarize the workload through

a monthly report, quarterly report, and a year- end report., Schedule and oversee all AV and photo assignments., Maintain a current and accurate desktop calendar of events and activities.. Serve as the NRC on-site point of contact for all services and technical requirements., Meet with customers to address concerns and clarify service requests., Provide AV and photographic services., Recommend purchases to upgrade existing equipment or to replace lost or damaged

equipment to improve quality of services.* Develop and recommend changes to the Operating Procedures Guide to improve the

overall effectiveness, efficiency and quality of services.* Ensure that contractor personnel wear badges which identify them as contractor personnel

while on NRC premises and conducting NRC business at off-site locations.* Ensure that contractor personnel conduct themselves in a professional manner and wear

professional attire while on NRC premises or conducting NRC business at off-site locations., Ensure contractor personnel protect NRC equipment from damage by using protective

covers, properly stacking items when stored and properly securing items to preventdamage during transit.

The contractor personnel must have customer service skills and the ability to operate AV and/orphotographic equipment, a PC and MAC Computer in order to provide the following services:

,, Video Recording

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* Video Production* Audio/Video Editing• Transport/Install/Setup/Strike AV Equipment• Equipment Trouble Shooting• Photography* Photo Enhancement* Photo Printing. Writing CD/DVD• Duplicating CD/DVD and AudioNideo tapes" Motion Graphics" Operate and maintain a digital asset management (DAM) system (cataloging of digital

photographic and/or video images and files)

Contractor must have customer service skills, knowledge of AV and photographic services andequipment and the ability to operate a PC in order to provide the following services:

. Intake/customer service support- Email, phone, computer-based request system* Respond to customer requests* Enter new requests onto the activity calendar* Track contractor personnel and assignments* Assist in preparing standard and ad hoc reports

TRAVELThe NRC COR or Alternate COR may require the contractor to provide AV and photographicsupport services at off-site locations within the Baltimore/Washington Metropolitan area on anas-needed basis. Travel must be pre-approved in writing by the NRC COR and will bereimbursed in accordance with Government Federal Travel Regulations (FTR).

ON-CALL SUPPORT SERVICESThe NRC may require on-call support to provide AV support services as specified in Task B ofthis Statement of Work. When the NRC recognizes a need for these services, the NRC CORAlternate COR will alert the contractor to the emergent need. All on-call support shall requireprior authorization from the NRC COR in writing.

MAINTENANCE REPORTING REQUIREMENTSIf the Contractor is notified of an AV related issue or problem, the contractor shall create atrouble ticket, and notify the NRC COR of the nature of the issue or trouble reported. TheContractor shall make every effort to resolve and close the ticket in the most expeditiousmanner. The contractor shall notify the COR when the issue has been resolved.

The Contractor shall document weekly all preventative maintenance and all trouble calls, anddocument the substitution of equipment using NRC forms and methods to documentmaintenance calls handled and maintenance actions taken.All such documentation shall be monitored for trend analysis and provided in the monthly statusreport to the NRC COR or their designated alternate.

The Contractor shall obtain written approval from the NRC COR or Alternate COR prior toperforming maintenance if:

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, The cumulative cost of the repairs exceeds the cost of replacement hardware for theaffected service being repairedThe cost to repair is expected to exceed $200; and/or

* The estimated problem resolution time is expected to exceed the allowed service restorationtime limits

* There is a need to perform disruptive testing on a marginal circuit or system.

The contractor shall provide the following information to the NRC COR:

" Details of the suspected failure" Impact the testing will have on usersI* Testing plan including estimated duration

PRIORITIZATION OF WORKThe NRC COR has the authority to prioritize tasks at any time, and will provide guidance toprioritize tasks when requested.

All tasks shall be completed as scheduled and final products delivered per the "StandardProcessing Times for AV and Photographic Services" table, unless a higher-priority taskrequires additional resources. The contractor shall assure that all Priority 1 tasks are completedas scheduled and products are delivered according to NRC COR's pre-established completionschedule. Rescheduling a task based on contractor convenience or when a task was misseddue to schedule inaccuracy shall not be acceptable.

Priority 1: The task involves or impacts the Commission, Executives, or other high-ranking NRCstaff or when the task/event is of significant NRC or public interest. Such items include:Commission Briefings, foreign visitors, large public meetings, etc.

Priority 2: The task would have lesser impact on its requestor if rescheduled or if level of supportis reduced. This may include equipment support for small meetings, support for training,individual awards, portraits and passports.

Priority 3: Equipment maintenance, AV library updates, general administrative duties andpreventive maintenance on equipment.

STANDARD PROCESSING TIMES FOR AV AND PHOTOGRAPHIC SERVICES

Award Ceremonies and Candid Photos!No..iof .Photographing :Download/Process/Ptint .Quality. Completion ,Add. 6

Award s: ContrOl 'Library1 to 5 10 min 1 hr 5 min One day 10 min6 to 15 30 min 3 hrs 10 min Three days 30 min16 to 25 45 min 4 hrs 15 min Four days 45 min26 to 35 1 hr 6 hrs 30 min One week 1 hr36 to 45 1 hr 8 hrs 30 min One week 1 hr

Passport PhotoýNo..of -PhOtodgaphing .Dowioad/Process/Print: 'Quality ' lComp~etion Add1toPhotos': Con trol: ibrary

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1 to 5 10 min 30 min 5 min 2 hrs 10 min

Portrait Photo-No. .Of. Photographing 1Download/Process/Print.'Photos1 to 5 10 min 1 hr6 to 15 30 min 3 hrs16 to25 45 min 4 hrs26 to 35 1 hr 6 hrs36 to 45 1 hr 8 hrsNOTE: Downloading Digital Images to CD will add

-"Quality :Completion Add to.'Control 'Library

5 min Same day 10 min10 min One day 30 min15 min Two days 45 min30 min Three days 1 hr30 min One week 1 hr

30 min to the above times

Video and/or Audio Recording•No. .of.tape.Shours•

½ to 11.1 to22.1 to 33.1 to44.1+

Duplication of Rawfootage

Tape hours + ½ hourTape hours + ½ hourTape hours + ½ hourTape hours + ½ hourTape hours + ½ hour

',Referenceco9py ,for,scus8tomer-next daynext day2 days2 days2 days

..;.Editing.

NTE 2 weeks ofcustomer-drivenediting. NTE 2days of standardediting.

Final- Product:delivery "

NTE 3 days aftercompletion ofedits

Video Recording/Broadcasting (equipment pre-testingCommissionHearinrg Room iAuditorium

Test the day before and Test the day before andsetup 1-2 hours before setup 1-2 hours beforeevent event

and setup times).NRCUbuildings otherthantheWh•ite,.Flint ComplexSetup and Test 1-2 hoursbefore event

Maintenance/System checksýCommission, Auditoriumr

~Haig RoomWHeeiyin We•RWeekly Weekly

.Studio L.obbyTVs0(all .,Storage. ,buildings) • Area

'Other a.,Eauipment

MonthlyDaily Monthly Monthly

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Setup/Travel Time: If at White Flint Complex: 5 to 10 minOtherwise, time will be based on location

VTC Test: Approximately one hour

Media Streaming Test: 1-hour test during day prior, and one hour prior to theevent

Commission Briefings: 2 hours setup/testing and 2-3 hours for the briefing

Video Taping Setup: 1- hour beforeIf this is a training video for HR, duration is approximately 4hours

Events on the Green: Stage and Test equipment indoors the day before(if feasible)Setup and Test 2 hours before

ESTIMATED ANNUAL WORKLOAD - BASIC SERVICESEstimated daily level of effort: Multiple daily tasks consisting of AV and/or photo requirementswhich include a minimum six (6) concurrent events. The NRC estimates that a minimum of 6qualified personnel will be required to provide basic coverage.

During all events, the contractor shall assure that personnel supporting the event are attentiveand necessary, meaning that there is no perceived impression that the person is idle. Personalcell phones will be used at a minimum and only to necessitate other work-related functions.

Contractor personnel who are not on an active assignment may work on completing existingprojects, maintenance/upkeep of equipment and media libraries, and provide customer servicesupport.

* Core hours for event support: 7:00am - 5:30pm* Studio Hours of operation for customer support: 7:15am - 4:30pm* Hours of operation for completing projects (editing, printing, maintenance, reports, etc.) shall

vary depending on amount of work to be completed and deadlines. As a guide, contractorsshould not be in NRC facilities later than 6pm or earlier than 6am.

0 Bi-weekly, Monthly, Quarterly and Yearly Reports, Operation Procedures Guide and ad-hocreports as requested by NRC COR.

Estimated support requirements for six (6) concurrent events will vary. Example: some eventswill require the support of a single photographer, while others will require a small crew toprovide setup and testing, and others will require only one person to operate the equipmentduring the event, and others will require a combination of photography and AV operators toprovide support.

The NRC also requires back-to-back support of events in different physical locations, and traveltime must be considered when transporting equipment or personnel from one location toanother. A photographer at the TWB building from 8:00-9:00 will not be able to support a 9:15event at WFN due to the proximity of locations. Similarly, a video setup in a neighboring room

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will require additional time to strike and transport the equipment. Such variables must beconsidered when providing concurrent support.

AUDITORIUM AND COMMISSION HEARING ROOM SUPPORT:The NRC's Auditorium and Commission Hearing Room are permanently equipped. In the past,one person has been able to manage the operation of the event. Two people are typicallyneeded to setup and test/adjust the equipment to the particular event. Two qualified contractorpersonnel are required to be present in the CHR control room during any Commission-levelmeeting. Events held in these rooms are typically video-recorded and often photographed.Control rooms in the Auditorium and Commission Hearing room shall remain locked when not inuse.

AV STUDIOExcept under special pre-approved circumstances, the Studio doors shall remain open duringcore operational hours at least one person must be present in the studio at all times and providecustomer support. The studio shall never be left unattended for any period of time unlessdirected by COR or MCB Branch Chief. The Studio shall remain locked when not occupied.

Contractor personnel shall work on completing existing projects, maintenance/upkeep ofequipment and media libraries, and provide customer service support. Contractor shall alsoprovide customer support and delivery of loaner equipment such a cameras, computerprojectors, and similar audiovisual production and presentation equipment within WFC.

Yearly events that require a significant amount of AV support include the following examplesand estimated workload:

* The one-day NRC Annual Awards Ceremony will require significant support, which isestimated based on historical trends: a 3-person video crew (2 camera operators and 1mix/switcher). Two photographers to cover portraits prior to the event and captureawardees during the event, and 1 runner to communicate emerging needs during the event.

* The four-day Regulatory Information Conference (RIC) will require significant support,minimally-estimated as follows: All days require 2 photographers to capture images of eachindividual presenter. Day 1 and 2 include video recorded sessions, which will require a 3-person video crew (2 camera operators and 1 mix/switcher).

" The one-day NRC All-Hands Meeting is minimally-estimated to require a 2-person videocrew (1 static camera shot), and 1 or 2 photographers.

Daily work includes customer service support, scheduling, completion of pending tasks, AVLibrary updates, and equipment maintenance.

ON-CALL SERVICES:On-Call services are intended to be supplement to the Basic Services. Services are intended tocover occasional service hours for events beyond 5:30pm, when more than six (6) concurrentevents occur, or when supporting large agency events.

On-Call services must be pre-approved by the COR before hours are worked, and are notintended for work that could otherwise be completed during normal working hours, or by shiftingcontractor work hours to accomplish the task.

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On-Call Services excludes editing. Editing of photos, video, audio, etc. shall be included inBasic Services. When additional (non-Key) personnel are provided as supplements orreplacements, the quality of images, photo, and video shall yield high-quality professionalresults.

ESTIMATED ANNUAL WORKLOADThe following list falls under Basic Services. The Contractor shall be required to provide dailyservices for any combination of services under Estimated Annual Workload. This list is basedon historic need, is an estimate, and is not all-inclusive:

ServicelEvent Est Yearlv Qtv

1. Office awards ceremony 30x a year

2. Annual awards ceremonyVideo and audio broadcastVideo and audio setupVTC supportPhoto awardees for bookletPhotos during the event

3. Signing (Chairman's office)

Photos of signing & group photo

4. Meetings with Chairman & foreign visitors (photos)

5. Passport, VISA, ID photos

6. Regulatory Information ConferencePhotos for the organizational posterPhotos of the meetings (candid photo)PhotosVideo taping & web streaming

7. Agency-sponsored events (photos and AV)Earth DayBring Your Children to Work ProgramNoontime concertsAgency picnic

8. Site visit - travel (photos)

9. CFC kickoff (AV and photos)

10. Chairman's speech (video production and photos)

11. Retirement photos (onsite only)

12. Annual Report (Information Digest)Special photo shootsPhotos from filing system

once a year

3- week process

A few yearly

1Ox a year

2 - 3 per week

Once a year

2 per month

Once a year

Once a year

Once a year

1-3 per month

Once a year

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13. Employee portraits Daily

14. Special photo for IDPhoto enhancement, sized, provide digital images

several yearly

15. Commission briefings/Affirmations Approx. 50 a yearSetup audio & videoAssist with media streamingAssist VTC broadcastAssist with live open-captioningTelephone bridgesBroadband feedsAudio feedsVideotapingAudio tapingAssist with presentation slides (before and/or during the briefing)

16. Auditorium presentationsSetups (audio or video)Assist with VT equipment setupsAssist with audio bridgePhotosVideo tapingAssist with computer projector setupEquipment demos

17. Agency photos of the NRC ChairmanIndividualPassportGroup photoPortraitsOffice photo (group shot),

Approx. 4 a week

& Commissioners once a year

18. Regional offices request for photoPower plant photosPhotos of the CommissionersPhotos of the President & Vice President

19. Photos for securityPhotos from video tapesPhotos of the Commissioners

20. OPA request for photos (for outside agencies)Power plantsChairman & CommissionersScanning and image storageDuplication video & audioEditing video & audioDuplicating video clips off the web

several yearly

several yearly

weekly

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21. Special training in the Training CenterPhotosVideo tapingDuplication video & audio

22. Offsite AV and photo support

Weekly

2-3 per week

23. Scanning for all officesPhotosDownloading to storage mediaImages for the webpageImages for their news letters or reports

24. TV Systems setups or reprogrammingTrouble shooting

25. Manage and maintain the photo libraryOver 25,000 imagesImages for lobby poster projectImages for the Regional Offices

26. Assist with all presentations given in theCommissioner Hearing Room and in the auditorium

27. Other services:Video, audio tape duplicationCD/DVD/disc duplicationVideo editing, video recordingPhoto editing, retouching, scanningStill and motion graphicsResearch on audiovisual & photo equipment for the NRCEquipment loan, transport, setup and maintenanceCustomer service (email, phone, walk-ins, etc)

several yearly

Monthly

weekly

QuarterlyMonthly

Daily

Daily, as requested

The following represents average photography support numbers .per year:Service/Event Est Yearly QtyAwards 3,500 - 4,000 photosPassport 100 photosCandid images 4,000 - 5,000 photosPortraits 3,000 - 5,500 photosPhoto enhancement 3000 photosAdd images (AV Library) 10,000 - 15,000 photosProviding photo discs 500-600 Discs

The following represents average video support numbers per year:Service/Event Est Yearly OtyVideo duplication. 300 - 400 tasksAudio duplication 200 - 300 tasksAuditorium support 600 - 1000 tasksCommissioners hearing support 100 tasks

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Commission briefingLarge programsTestingAV supportVideo training tapingVTC supportVideo editingCD/DVD transfers

52 tasks10 tasks2000 - 3,000 hours1,000 - 2,000 hours40 tasks200 tasks100 tasks500 tasks

Note: The number of tasks, photos, and services/events listed under "Estimated AnnualWorkload" listed in the Statement of Work is provided to the offeror solely for the purpose ofunderstanding the NRC's historical workload. Any use of this historical information by theofferor in preparing their proposal is a reflection of the offeror's own business judgment and isused at their own risk.

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TASK C: MULTIMEDIA TECHNICAL SUPPORT SERVICES

The U.S. Nuclear Regulatory Commission (NRC) operates a full-service audiovisual and videoteleconferencing system to support customer requirements throughout the agency. The AV andVTC infrastructure and equipment requires monitoring and supervision in order to guaranteereliable service. The number and variety of customer service requests for audiovisual and videoteleconferencing services mandate that systems be fully operational and available at all times.To support these AV and VTC systems, the NRC requires the services of a qualified engineer toperform routine maintenance, troubleshooting, and support. Additionally, the NRC intends tohave long-term planning and design for its AV and VTC infrastructure to guarantee a systemthat provides these services by utilizing new and emerging technologies.

The majority of AV and VTC engineering support services are provided in the NRC White FlintNorth (WFN) headquarters complex. Occasionally, engineering services may be required atNRC headquarters off-site locations, or at other governmental and non-governmental locationsin suburban Washington, D.C and the surrounding regions.

The U.S. Nuclear Regulatory Commission (NRC) also operates a modern public address (PA)system throughout its headquarters complex in Rockville and Bethesda, Maryland. The PAsystem is a non-emergency method of disseminating audible information to a building'soccupants. The PA system enhances and supplements NRC's other existing employeecommunications methods. Primary coverage of the PA system includes all floors of the NRCHeadquarters facilities, including the parking garage, as well as NRC-occupied space within theinterim building locations. Secure areas (including Secure Conference Information Facilities(SCIF) are exempt from the PA system to assure that no information is compromised. The PAsystem is intended to notify NRC staff of important and/or timely news and information.Additionally, the PA system serves as an emergency notification system for matters ofemployee health and safety. A fully-functioning, reliable PA system is vital to the health andwelfare of NRC staff. The NRC ultimately envisions a fully-digital, unified public address systemthat connects all headquarters, interim and Regional Office locations via a single, integrated PAsolution.

All of the work described under Task C shall be provided on an on-call basis. When the NRCrecognizes a need for these services, the NRC COR or designee will alert the contractor PM tothe emergent need. All on-call support shall require prior authorization from the NRC COR inwriting. Services provided beyond the Basic Service levels shall be billable at the labor hourrate specified within this contract for that labor category.

AV AND VTC ENGINEERING SERVICES AND SUPPORT AND PUBLIC ADDRESS SYSTEMMAINTENANCEThe contractor shall perform maintenance, service, and planning related to the NRC AV andVTC infrastructure. The contractor shall:

* Provide design or perform the production engineering for equipment or devices for whichdesign criteria are standardized or well established by applying standard engineeringpractices, components and circuit design approaches;

* Perform the engineering tasks necessary for the installation of established or modifiedequipment in a studio, building, or other environment;

* Carry out maintenance engineering assignments for an in-service equipment or acomplex of equipment comprising a system;

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-. Perform engineering evaluation of manufacturers' data packages containingspecifications, schematics, test data, construction details, etc., which conform to well-known technology;

. Design or review designs of electric power distribution and utilization systems orelectrical generating equipment of limited scope and complexity such as for smallordinary office buildings, or designated portions of larger, more complex electricalprojects;

. Use established criteria to perform engineering analysis and evaluation of applicationsfor a variety of applications for broadcast stations, point-to-point, or land mobilecommunications facilities to insure interference-free communication, involving complex,but commonly used, antennae setups, transmitting, and receiving equipment which havebeen previously approved by the agency for use.

The contractor shall perform all maintenance and support services, for a minimum of 8-hoursper week to provide services as requested in writing, by the COR.

The contractor shall also provide for ongoing system maintenance and repair of the NRC publicaddress system. This shall include troubleshooting and repair as needed to all PA systemsthroughout the NRC headquarters building locations. The contractor shall provide, on an as-needed basis, expert technical support and service to assure that all PA systems providereliable service at all times.

STAFFINGThe contractor shall provide personnel to provide the following AV/VTC engineering supportservices. The contractor personnel shall be knowledgeable in a wide range of technology, frommodern digital methods to traditional broadcast systems. Some areas of knowledge shouldinclude acoustical engineering, broadcast automation, communications equipment, productionswitchers, and Radio Frequency satellite linking. Proven capability in a System Engineer roleideally in media or broadcast industry. The contractor personnel shall demonstrated experiencein media or closely related industry.

PA SYSTEM MAINTENANCE

The contractor shall maintain the PA system at the NRC Headquarters locations. This serviceshall include:

. Maintenance of the entire PA system which assures that an NRC employee may make a PAannouncement to all Headquarters, or all Headquarters and Regional staff offices from eachof the Headquarters PA System audio input locations:

o OWFN Building - 17th Floor in the Chairman's Suite;o OWFN Building - 2nd Floor in the Administrative Services Center;o TWFN Building - 6th Floor in the Office of Administration;o TWFN Building - 4th Floor in conference room TWFN-4B3.

* On-call technical support related to the overall PA system Integrated-Solution including:o Support on a fixed-hourly-rate basis for any technical assistance that the COR

requests during the contract period for additional on-site training, on-site assistanceto support major events, technical input for future modifications to the system thatNRC may consider at the Headquarters or Regional offices, etc.);

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o Replace any malfunctioning PA system speakers and/or speaker wiring at the NRCHeadquarters facility (these items are not replaced as part of the Integrated-Solutionupgrade);

o On-call PA System modifications to modify the system during the contract period asrequested by NRC (i.e. move microphone locations, install new speaker (not replace)and/or microphone locations, re-locate PA system equipment within the facility,assist NRC Regional Offices with PA system related issues and add other PASystem features or equipment to meet changing NRC needs, etc.).

Provide expert PA system analysis and recommendations for future migration to a fullyintegrated, digital PA system that connects all NRC headquarters, interim and RegionalOffice locations.

* Facilitate removal of the existing PA system in the event the current NRC PA system isupgraded or changed during the period of performance of this contract.Contractor shall provide replacement equipment on an as-needed basis, per directionsprovided by the NRC COR. Prior approval by the COR is required for any equipment orsupply purchases. The NRC will reimburse the contractor for any actual costs incurred.

1. PERFORMANCE REQUIREMENTS

24

.'Performance Requirementand:., i'-.ladr 4 . - .n l tives/, .eIuctionDeliver~~~~~b~~es' .Sadr etho~of.Re~vieW iceties;eucio

1. The contractor shall No NRC service 100% inspection by Full Payment for 100%maintain personnel capacity requests shall be NRC COR. compliance.to support "BASIC AV/VTC delayed, canceled,SERVICES" throughout each rescheduled orfederal workday. performed by NRC Disincentives:The contractor shall ensure staff because the Number of occurrencessufficient qualified personnel contractor failed toare on-site at the NRC location provide theeach federal work-day to necessary qualified Disincentive:support the requirement of i) six personnel to perform 0n t(6) concurrent AV tasks, and the Basic services. No deductionii) a maximum of 14 point-to- 2-4point or multi-point individual 2-4VTC sessions, with as many as $350 for each3 individual sessions occurring affected work-daysimultaneously or overlapping. 5 or more

$100

per additional occurrence

2. The contractor shall No complaints are 100% inspection by Disincentives:perform the AVIVTC "Basic received from NRC NRC COR.Services" accurately. staff as a result of the Number of occurrencesThe contractor shall ensure all contractor:services are performed A. Delay in per calendar-month:accurately as stated in each performance of the Dar-month:service request (if the service request Disincentive:request does not provide any B. Not adhering No deductioncritical information required to to the NRC's priorityaccurately perform the request, standard Over 1the contractor shall seek the $200 for eachnecessary information to C. Not occurrencecomplete the task.) performing a priority

#1 task within theschedule or withprofessional quality

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3. The contractor shallmaintain VTC connectivitywithin the VTC support staffcontrol throughout all VTCsession.

0% dropped calls asa result of thecontractor's actions.

100%inspection byNRCCOR.

Full payment for 100% compliance.

Number of occurrencesPer calendar-month:

The contractor shall ensureVTC sessions providecontinuous connectivity with thepoint-to-point distant-end ormulti-point distant-endsthroughout VTC sessions withincontrol of the VTC support staffactions.

0-1deductionOver 1for each occurrence

Disincentive:No

$200

4. The contractor shall VTC sessions must 100% Full payment for 100% compliance.immediately re-dial any be reconnected with inspectidropped VTC sessions. 120-seconds, barring on by Number of occurrences

equipment NRC Per calendar-month:On occasions when VTC malfunction/failure. COR. Disincentive:sessions disconnect and NRC 0-1 NoHQ is the party calling the deductiondistant-end, the contractor shall Over 1 $200immediately reconnect the VTC for each occurrencesession.5. The contractor shall Contact attempts to 100% Full payment for 100% compliance.immediately contact the the distant-end VTC inspectidistant-end via telephone for support office must on by Number of occurrencesany dropped VTC sessions occur within 90- NRC Per calendar-month:when the distant-end is seconds of the COR. Disincentive:responsible for connecting dropped session. 0-1 Nothe session. deduction

Over 1 $200On occasions when VTC for each occurrencesessions disconnect anddistant-end is the party callingthe NRC HQ, the contractorshall immediately attemptcontact with via telephone withVTC support office staff on thedistant-end.

6. The contractor shall The contractor shall 100% Number of days past the 6thsubmit all reports on time. submit monthly inspecti working day of the month

activity reports to the on by Disincentive:COR not later than NRC 0-1 Nothe 6th working day COR. deductionof the following Over 1 $50month. per day

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7. The contractor shall Uninterrupted, reliable 100% Full payment for 100% compliance.perform the necessary multimedia services. inspecti Disincentive:multimedia on call support on by 0-1 Noservices accurately and in a NRC deductionmanner that is fully compliant COR. Over 1 $200with the requirement stated in for each occurrenceTask C.

2. ESTIMATED LEVEL OF EFFORTThe estimated level of effort apportioned among the tasks is as follows:For all Tasks (A, B and C):

Program Manager - 1 on-site FTE

Administrative Support - 1 on-site FTE

For each of the following specific Tasks, the required Level of Effort is as follows:

TaioskSenior Communications Analyst or equivalent- 1 on-site FTECommunications Analysts - or equivalent 5 on-site FTE

TaskXA.2 (on-call VTC Support)On-call support - 300 hours

ask :B-AVideo / Production Services Specialist or equivalent - 3 on-site FTEPhotography Services Specialist or equivalent - 3 on-site FTE

TaikiB.2 (on-call AV Support)On-call support - 300 hours

TT '1:i. (Multimedia Technical Support Services)On-call support- 1,500 hours

3. CONTRACTOR CONDUCTThe Government reserves the right to require the Contractor to remove from the contract anyemployee that does not perform up to stated performance standards or that engages inmisconduct. Such notice will be presented in writing.

The Government has a zero tolerance for substance abuse, inclusive of drugs and alcohol, andsexual harassment. Contractor employees shall not exhibit any behavior that may beconsidered to be sexual harassment, e.g. sexual advances and/or harassing any buildingoccupants or other offensive conduct. Prior to the start date of the contract, and on an annualbasis thereafter, the Contractor shall provide training for all of its employees with respect toappropriate interpersonal relations. In addition, the Contractor shall ensure that any subsequentnew employee also receives the above training within 30 days of employment and prior toreporting for duty at the NRC.

4. HOURS OF OPERATION

27

The Contractor shall maintain a staff and office telephone coverage within Headquartersbuildings during the core duty hours defined as between the hours of 7:00 a.m. and 5:30 p.m.Monday through Friday, excluding Federal holidays as set forth below. The COR reserves theright to adjust the level of concurrent capacity, and to adjust the contractor level of effort andtimes of performance to match the projected workload during any scheduled workday.

5. HOLIDAYS OBSERVEDThroughout this contract, references to numbers of days shall be understood to meanGovernment official work days and shall exclude Saturdays, Sundays, and Federal Holidays.

The following holidays are recognized by the Federal Government:

* New Year's Day* Inauguration Day* Martin Luther King Day* President's Day* Memorial Day* Independence Day* Labor Day* Columbus Daya Veteran's Day* Thanksgiving Day* Christmas Day

Should a holiday fall on a weekend, the day designated by the Federal Government shall berecognized as the official holiday.

Should any additional holidays be granted on a one-time basis by the President of the UnitedStates for a full or partial day, such additional holidays shall also be observed by the Contractor.Should the Office of Personnel Management (OPM) or other authorized Governmentofficial/agency announce the closure of the Federal Government or of the Headquartersbuildings for full or partial days for causes such as inclement weather, the Contractor shall berequired to provide essential staffing necessary to maintain and protect the facilities as directedby the COR.

For scheduled events that occur outside regular hours (7:00 a.m. and 5:30 p.m. Mondaythrough Friday), the Contractor shall shift the schedule of personnel to support therequirements. For example, if an event is scheduled on hour later than normal hours, theContactor shall schedule one of their personnel to come in one hour late and remain on-site onehour later than normal work time.

6. GOVERNMENT FURNISHED EQUIPMENT/PROPERTY (GFE/P)The NRC will provide the Contractor with all available documentation, software manuals,diagnostic routines, warranty information, equipment configurations and any other availableinformation necessary to perform service under this contract. All documentation provided to theContractor will remain the property of the NRC.

7. EQUIPMENT REPAIR/CALIBRATION AND MAINTENANCEAt the request of the NRC, the Contractor shall coordinate the repair/calibration of NRCequipment according to instructions received from the appropriate manufacturer or vendor. The

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Contractor shall maintain a record and monitor the status of all visual information equipmentreturned to the manufacturer or vendor for repair or replacement, until restored to operation.

The Contractor shall establish a calibration schedule for the NRC-furnished equipmentaccording to manufacturers' specifications.

The Contractor shall perform weekly preventive maintenance inspections (PMIs). PMIs willentail system testing, full functionality testing, visual inspection and exterior cleaning. If theContractor determines that interior cleaning is needed, the contractor shall contact the NRCCOR.

The Contractor shall maintain a spreadsheet calendar (or equivalent database) to record allPMIs. The Contractor shall report any discrepancies to the COR immediately.

8. PROJECT MANAGEMENTThe Contractor shall designate a single Program Manager (PM) to facilitate Government-Contractor interface for all tasks contained in this Statement of Work. The primary function ofthe designated PM shall be to act as the technical and managerial interface between theContractor and the Government. This individual must be technically skilled in the areas ofAV/VTC to provide technical support services under this contract. The PM shall participate inweekly meetings with other support contractor help desks, weekly meetings with the NRC andother formal meetings as required and directed by the NRC COR. The PM shall report monthlyprogress and financial performance for all activities under the contract in the Monthly Technicaland Financial Status Report. In addition, the contractor shall also propose one (1) full timeperson to perform administrative functions. Note that the Project Manager, AV Lead, and VTCLead shall be listed as key personnel under this contract.

9. SECURITY CLEARANCES FOR NRC SITE-ACCESSThe contractor shall, within one week of being notified by NRC of the award of this contract,provide the NRC COR or designee completed NRC security clearance packages for qualifiedcontract personnel identified to perform work under the contract. If the contractor receiveswritten notice from the NRC that information required to process a security clearance wasomitted, the contractor shall ensure that the information is submitted to the NRC within (3) threebusiness days (Monday - Friday) of receipt of the written notice.

If the NRC disapproves a security clearance for any individual proposed by the contractor or inthe case of an unplanned and immediate loss of an individual, the contractor shall submit aproperly completed security package to the NRC COR or designee for a replacement individualwithin five (5) business days from the date that the individual is no longer available to performunder the contract.

The contractor shall ensure that the NRC badge of the individual that voluntarily or involuntarilyleaves the agency is returned to the NRC COR or designee on the individual's last official workday on the contract.

10. SAFETY STANDARDSThe Contractor and all Contract personnel shall adhere to all Public Laws and OccupationalSafety & Health Administration (OSHA) standards and local government fire and safetyregulations.

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The Contractor shall notify the NRC COR and CO of all Contractor related mishaps whichresults in personal injury, Government property damage, and/or financial loss due to the workperformed. The Contractor shall, in coordination with the NRC COR, secure the mishap sceneand impound immediately the wreckage and all related documentation until released by theGovernment Investigating Safety Office. Such release will be accomplished through the NRCSafety Officer. The Contractor and related subcontractors shall support the Government, asrequired, in the mishap investigation by all Government organizations.

In general, the Contractor shall maintain his installation and storage areas free fromaccumulation of waste material and rubbish. Upon completion of all work or the end of the workday, all tools, equipment, and materials shall be stored in a secure area. After completion, thework areas shall be left in a clean and unobstructed condition.

11. QUALITY ASSURANCEAll products and services delivered to the NRC must undergo a quality assurance process. Thesupport supplied by the Contractor shall be of a quality that meets or exceeds the NRCrequirement for competent, professional visual information standards. To ensure the highestquality, the Contractor shall address quality as an implied component of all tasks and servicesrequested in this statement of work and delivered throughout the life of the contract.

NRC's goal is to provide 100% customer satisfaction to its end-users, its licensees, and thegeneral public accessing NRC systems. All Contractor activities shall be in compliance with theNRC's quality assurance goal of providing 100% customer satisfaction. The Contractor shallprovide support that enables this level of quality to be attained by developing and maintainingservice goals that include, at a minimum, customer satisfaction factors, "time to repair" factorsand system performance factors. Workmanship performance for all Contractor efforts shallcomply with current government and industry standards delineated in this SOW.

The Contractor shall be responsible for the implementation of a quality assurance programthrough which all products and services must pass prior to delivery to the Government. TheContractor shall establish quality assurance methods and procedures which demonstrate acommitment to ensuring the ability to deliver to the Government the best quality products andservices, and in developing improvements in performance, productivity and management of thiscontract. The Contractor's quality assurance program shall establish, document and maintain asystem of records to allow the monitoring of the quality assurance program effectiveness. Therecords are to be maintained at the Contractor's task site(s) location. Access to such records willbe provided to authorized Government representatives and copies shall be provided to theGovernment, upon request by the COR, at no additional cost to the Government. Qualityassurance records maintained will document the quality assurance process theContractor followed to ensure that all tasks were performed to the highest quality standards.The contractor shall document the following:

" Personnel: Problems encountered shall be documented and the appropriate Governmentpersonnel shall be kept informed.

" Schedules: Timeliness in meeting goals and variances from schedules must bedocumented to allow examination of problems and preparation of alternatives and/orapplication of extra resources to meet schedules.

• Costs: Records must indicate any potential problems that may result in variances in theagreed upon funding and provide documentation as to any problems encountered withfunding

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12. Other Direct Cost (ODC)

The Contractor shall be responsible for procuring equipment replacement parts and suppliesequal to or less than the micro-purchase threshold (Currently $3K) per order, and must bepreapproved in writing by the NRC COR.

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