RFQ: QTA-0-12-PS-B-0006 General Services Administration To (GSA) Federal Strategic Sourcing Initiative (FSSI) Wireless For Blanket Purchase Agreement (BPA) Volume III Management Date March 11, 2013, Revision 2 Offeror AT&T Mobility LLC 7229 Parkway Dr. Hanover, MD 21076 RESTRICTION ON DISCLOSURE AND USE OF DATA This proposal or quotation includes data that shall not be disclosed outside the Government and shall not be duplicated, used, or disclosed – in whole or in part – for any purpose other than to evaluate this proposal or quotation. If, however, a contract is awarded to this offeror or quoter as a result of – or in connection with – the submission of this data, the Government shall have the right to duplicate, use, or disclose the data to the extent provided in the resulting contract. This restriction does not limit the Government’s right to use information contained in this data if it is obtained from another source without restriction. The data subject to this restriction is contained in all pages that carry the legend of “Use or disclosure of the data on this page or screen is subject to the restrictions on the title page or opening view screen of this proposal document or file.” Additional restrictions appear on the following page, which shall be considered part of this title page. Limited Rights Legend RFQ: QTA-0-12-PS-B-0006 – GSA Federal Strategic Sourcing Initiative (FSSI) Wireless /Blanket Purchase Agreement (BPA) Contractor: AT&T Mobility LLC AT&T - PROPRIETARY This document contains confidential, trade secret, commercial or financial information owned by AT&T Corp. and is voluntarily submitted for evaluation purposes only. It is exempt from disclosure under the Freedom of Information Act (5 U.S.C. 552) under Exemption (b) (4), and its disclosure is prohibited under the Trade Secrets Act (18 U.S.C. 1905). CONTRACTOR BID OR PROPOSAL INFORMATION This bid or proposal shall not be disclosed to evaluators outside the Government, except pursuant to a nondisclosure agreement between the evaluator and AT&T. GSA Federal Strategic Sourcing Initiative (FSSI) Wireless Blanket Purchase Agreement (BPA) RFQ: QTA-0-12-PS-B-0006 Table of Contents Section A: Management Narrative ______________________________ 2 Introduction _________________________________________________ 2 2.9 Contractor Deliverables [RFQ 2.9] __________________________________ 2 2.10 Program Management [RFQ 2.10] __________________________________ 4 2.10.1 Program Management Plan [RFQ 2.10.1] ______________________________ 6 2.10.2 Quarterly Program Management Reviews [RFQ 2.10.2] __________________ 11 2.10.3 Government Letter of Authorization (LOA) [RFQ 2.10.3, Appendix B] ________ 17 2.10.4 Training [RFQ 2.10.4] _____________________________________________ 17 2.10.5 Marketing Support [RFQ 2.10.5]_____________________________________ 18 2.11 Transition [RFQ 2.11] ___________________________________________ 20 2.11.1 Transition Scenarios [RFQ 2.11.1] ___________________________________ 20 2.11.2 Waiver of Termination Fees for Transfer [RFQ 2.11.2] ___________________ 21 2.11.3 Transition Plan [RFQ 2.11.3] _______________________________________ 21 2.12 Operations Support [RFQ 2.12] ___________________________________ 29 2.12.1 Network Problem Reporting [RFQ 2.12.1] _____________________________ 29 2.12.2 Emergency/Disaster and Special Event Coverage [RFQ 2.12.2] ____________ 30 2.12.3 Network Operations [RFQ 2.12.3] ___________________________________ 38 2.12.4 System Security Requirements [RFQ 2.12.4]___________________________ 38 2.13 FSSI Small Business Goals [RFQ 2.13] _____________________________ 39 2.14 Electronic Access to BPA via Internet [RFQ 2.14] _____________________ 42 Section B Corporate Experience ________________________________ 1 2.15 Description of Services Provided ___________________________________ 1 2.16 Summary Inventory Information ____________________________________ 8 Attachment 1 Sample Mobility Transition Project Plan Attachment 2 Top Accounts by Quantity of Plan Types Use or disclosure of the data on this page or screen is subject to the restrictions on the title page or opening view screen of this proposal document or file. iii GSA Federal Strategic Sourcing Initiative (FSSI) Wireless Blanket Purchase Agreement (BPA) RFQ: QTA-0-12-PS-B-0006 Section A: Management Narrative Introduction AT&T believes quality customer experience is a priority. This section will address the quality processes and performance measures that will be provided to the Government per this requirement, at no additional charge. AT&T will have a dedicated Program Management team that will engage appropriate AT&T account teams and resources to support the gathering and delivery of the required Contractor Deliverables at the levels required by the Government. Additional departments that the Program Management team will work closely with include but are not limited to: AT&T Care team that is currently in place to support the Federal Government with lifecycle management AT&T Project Management and Deployment Services (PMDS) department, which will lead the contract transition and handle large new deployments and upgrades AT&T Help Desks such as the Mobility Maintenance Center and National Business Services Select Care Additional information on these departments can be found in this Management narrative. 2.9 Contractor Deliverables [RFQ 2.9] The Contractor shall provide the deliverables listed in Table 2-3. Table 2-3 Contractor Deliverables Section ID Deliverable Name Frequency Deliver To Reference 1 Device Disposition Report Monthly, by 15th calendar GSA CO, Ordering 2.8 (if provided by Contractor) day of the month Entity CO 2 Agency Billing Summary Monthly, by 15th calendar GSA CO, GSA 2.7.1 day of the month COR, Ordering Entity CO 3 Rate Plan Analysis Report 30 days after each 6- GSA COR, 3.11 month anniversary date Ordering Entity CO Use or disclosure of the data on this page or screen is subject to the restrictions on the title page or opening view screen of this proposal document or file. 2 GSA Federal Strategic Sourcing Initiative (FSSI) Wireless Blanket Purchase Agreement (BPA) RFQ: QTA-0-12-PS-B-0006 Section ID Deliverable Name Frequency Deliver To Reference 4 Transition Plan As requested by Task GSA CO, Ordering 2.11 Order and if requested at Entity, GSA COR Quarterly Program Review 6 Program Management Quarterly GSA CO, GSA 2.10 Plan COR AT&T Response: AT&T will comply with the requirement to provide the deliverables in the Government’s Table 2-3. Specifically: For requirement 2.7.1, Agency Billing Summary, AT&T complies and will provide, via the Program Management Team the electronic billing summary by Agency to the Agency’s office of the CIO, the Ordering Entity’s acquisition office, and to the GSA CO each calendar month. AT&T defines the Account ID as either the Billing Account Number (BAN) or Foundation Account Number (FAN). AT&T will provide a summary of each task order awarded or modified during the period, as required above. For requirement 2.10, Program Management, and requirement 2.11, Transition Plan, please see detailed response below. Use or disclosure of the data on this page or screen is subject to the restrictions on the title page or opening view screen of this proposal document or file. 3 GSA Federal Strategic Sourcing Initiative (FSSI) Wireless Blanket Purchase Agreement (BPA) RFQ: QTA-0-12-PS-B-0006 2.10 Program Management [RFQ 2.10] The Contractor shall provide program and project management support in order to effectively plan, control, and execute this agreement and resultant task orders. This includes all activities related to agreement compliance and all entities supporting project management, including, but not limited to, subcontractors, vendors, other service providers, and internal departments such as marketing, legal, finance, sales, provisioning, network management, billing, engineering, and program control. AT&T Response: AT&T will comply with the requirement Table 2.10-1: Program and Project Management Support Components Use or disclosure of the data on this page or screen is subject to the restrictions on the title page or opening view screen of this proposal document or file. 4 GSA Federal Strategic Sourcing Initiative (FSSI) Wireless Blanket Purchase Agreement (BPA) RFQ: QTA-0-12-PS-B-0006 Federal Customer Care Project Mangement External and vendors Deployment Services Help Desks - Marketing MMC, Select Care, etc. Program Management Team Billing Portals Network (Premier) Contracts Sales Legal Figure 2.10-1: AT&T Program Management Team Scope and Reach Use or disclosure of the data on this page or screen is subject to the restrictions on the title page or opening view screen of this proposal document or file. 5 GSA Federal Strategic Sourcing Initiative (FSSI) Wireless Blanket Purchase Agreement (BPA) RFQ: QTA-0-12-PS-B-0006 2.10.1 Program Management Plan [RFQ 2.10.1] The Contractor shall submit a Program Management Plan that describes the approach to performing program and project coordination tasks required to meet the requirements of this agreement. Updates to the plan shall be delivered quarterly unless specified otherwise. The Program Management Plan shall include a description for how and when common performance measures will be collected and reported as well as how any performance problem trends and disputes are to be addressed for resolution. The Program Management Plan shall address, at a minimum, the following: 1. Quality Assurance 2. Billing and Financial Management 3. Reporting 4. Government support organizational chart 5. Program Leadership/Management/Escalations AT&T Response: AT&T will comply with the requirement to provide a sample Program Management Plan that describes the approach to: Quality assurance Billing and financial management Reporting AT&T staffing Program leadership and points of escalation Sample Program Management Plan Use or disclosure of the data on this page or screen is subject to the restrictions on the title page or opening view screen of this proposal document or file. 6 GSA Federal Strategic Sourcing Initiative (FSSI) Wireless Blanket Purchase Agreement (BPA) RFQ: QTA-0-12-PS-B-0006 Program Management Lifecycle Figure 2.10.1-1: Program Management Lifecycle 1.