Lenel & Milestone Maintenance Support Services for Security Cameras

Department of Defense 
Defense Health Agency
Performance Work Statement

Lenel & Milestone On-Site Maintenance Support Services

Operations Department

Walter Reed National Military Medical Center, Bethesda, Maryland

Solicitation Number:
Version:
Date:

 

PART 1
1.0 GENERAL INFORMATION

1.1 This is a non-personal services contract to provide Lenel & Milestone On-Site Maintenance Support Services for the Operations Department at Walter Reed National Military Medical Center (WRNMMC), Bethesda, MD.

1.2 Description of services/introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform as defined in this Performance Work Statement (PWS) except for those items specified as government furnished property and services.  The contractor shall perform to the standards in this PWS.

1.3 Background: The OnGuard Access Control System (ACS) supports up to 32 doors or other access points and includes comprehensive event logging, notification and escalation.  The ACS provides configurable system status and response actions such as system lockdowns. Detailed, credential-driven user records and access history are documented in pre-defined and custom reports. The System includes:

•    Web Interface
•    Blade Support
•    Solid-State Design
•    Video Integration
•    API Support
•    Automated System Management
•    Mobile App

1.3.1 Certification requirement: To ensure continuous, secure, and optimal performance of the physical security infrastructure at WRNMMC, technicians are required to hold certifications for both the ACS and the VMS. These certifications validate the technicians' proficiency in handling the complex configuration, installation, and daily maintenance of these integrated security platforms.

For the OnGuard ACS, technicians must achieve and maintain the Lenel S2 OnGuard 8.2 Core Certification, primarily obtained through the Lenel Certified Associate (LCA) track. This training ensures technicians are fully capable of managing the backend architecture—such as database, Operating System, and SQL configurations—as well as the physical hardware and daily operational workflows like alarm monitoring and cardholder management.

For the Milestone VMS, technicians must complete the Milestone Knowledge Program, specifically securing the Technical Configuration 1 and Technical Configuration 2 certifications. This multi-tiered certification ensures that technicians possess the advanced technical proficiency required to deploy, configure, and maintain highly complex video management installations across the enterprise network.

1.3.2 OnGuard ACS requirement Breakdown
Requirement Area    Detail
Required Certification    Lenel S2 OnGuard 8.2 Core Certification (Lenel Certified Associate – LCA track)
Primary Objective    Maintain technician proficiency to guarantee the uninterrupted operational status of the ACS systems at WRNMMC.
System Maintenance Breakdown    • Backend Infrastructure: Database and Operating System (OS) setup, alongside SQL server configuration.
• Hardware Architecture: Installation, maintenance, and troubleshooting of access control panels and physical card readers.
• Operational Systems: Management of alarm monitoring systems and administration of cardholder databases.

1.3.3 Milestone VMS requirement Breakdown
Requirement Area    Detail
Required Certification    Milestone Knowledge Program: Technical Configuration Level 1 & Technical Configuration Level 2
Primary Objective    Validate technician expertise in the comprehensive installation, configuration, and maintenance of complex VMS environments.
System Maintenance Breakdown    • VMS Architecture: Installation and configuration of complex, enterprise-level VMS networks.
• System Operations: Ongoing maintenance of recording servers, live video routing, and associated integrated camera infrastructure.

1.4  Objectives:  The contractor shall furnish two (2) Full-Time Equivalent (FTE) Lenel OnGuard certified maintenance technicians and one (1) Full-Time Equivalent (FTE) Milestone certified system administrator/technician to perform on-site tasks five (5) days per week. The hours of operation shall be 0800 to 1600 daily, on an annual basis. The base period of performance shall begin on July 1, 2026, and end on June 30, 2027. This agreement shall include four (4) consecutive one-year option periods, beginning on July 1, 2027, and ending on June 30, 2031.

1.5  Scope:  Service and Maintenance shall be performed in accordance with the specifications and terms of this PWS and IAW contractors’ s Lenel & Milestone Support Services
Proposal. 

1.6  Period of Performance (PoP): 
Base Year – July 1, 2026, through June 30, 2027
Option Year 01 – July 1, 2027, through June 30, 2028
Option Year 02 – July 1, 2028, through June 30, 2029
Option Year 03 – July 1, 2029, through June 30, 2030
Option Year 04 – July 1, 2030, through June 30, 2031

1.6.1  Transition:  Transition-in/transition-out period. Reserved.

1.7  Administrative specifications

1.7.1  Place of performance:  The work shall be performed at Walter Reed National Military Medical Center, Bethesda, Maryland.

1.7.2  Recognized Federal holidays:  Fulfillment and delivery of orders may be required on Federal holidays.

New Year’s Day                Labor Day
Martin Luther King Jr.’s Birthday        Columbus Day
President’s Day                Veteran’s Day
Memorial Day                    Thanksgiving Day
Juneteenth Day                Christmas Day
Independence Day

1.7.3  Hours of operation:  The contractor is responsible for conducting business Monday through Friday, from 0800 to 1600 on an annual basis, except on recognized Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government-directed facility closings. The contractor must always maintain an adequate workforce to ensure the uninterrupted performance of all tasks defined within this PWS when the Government facility is open.

1.7.4  Emergency Services:  On occasion, services may be required to support an activation or exercise of contingency plans outside the normal duty hours.

1.8  Contractor travel:  Not Applicable.  

1.9  Other Direct Costs (ODC):  Reserved.

1.10  Quality

1.10.1  Quality Control (QC):  The contractor shall develop and maintain an effective QC program to ensure services are performed in accordance with this PWS.  The contractor shall develop and implement procedures to identify, prevent, and ensure nonrecurrence of defective services.  The contractor’s QC program is the means by which the work complies with stated requirements.  Government Quality Assessment and Improvement (QA&I). The Government will monitor the Contractor’s performance under this contract using the quality improvement/assessment procedures established by WRNMMC. Additionally, the Contractor’s performance is subject to scheduled and unscheduled review by a Quality Assurance
Evaluator as defined by the WRNMMC QA Plan & AR 40-68. The contractor must provide a Quality Control plan within 30 days of contract award. After acceptance of the Quality Control Plan (QCP) the contractor shall receive the CO’s acceptance in writing of any proposed change to his QC system.  See Part 7, Technical Exhibit 1 - CDRL A001.

1.10.2  Quality assurance (QA):  The government will evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP).  This plan provides a systematic method for the Government to evaluate performance and to ensure that the contractor has performed in accordance with the performance standards.  It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).  

1.11  Contractor personnel

1.11.1  CAC requirements:  For all contractors who will work in Government facilities, the Facilities Security Officer (FSO)/Company's Security point of contact (POC) will provide the Government all the required information per the DHA CAC request process current version 2.1, January 2018, or more recent when updated. See process attached at Part 7 Section 7.1.1 of the PWS. A CAC is the standard identification for eligible DoD contractor personnel.

1.11.1.1 The contractor shall return all CACs to the COR upon the departure of the contractor(s).

1.11.2  Contractor onboarding and training.  The contractor shall complete all requirements, training, and forms per the following DHA instructions:

1.11.2.1  The DHA’s Onboarding Checklist for Contractor Employees is located at the DHA Onboarding and Offboarding Portal at: https://info.health.mil/cos/admin/hr/IO/SitePages/Home.aspx

1.11.2.2  The contractor shall comply with onboarding requirements of the DHA for contractors needing to be issued CAC identification, including DoD- and DHA-directed training and forms submission, prior to network access, as displayed in the In/Out-Processing Portal at: https://info.health.mil/cos/admin/hr/IO/SitePages/home.aspx (note: Public Key Infrastructure (PKI)-restricted, printed versions available). Physical Security: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.
 
1.11.3  Physical Security:  The contractor shall comply with DHA and WRNMMC Physical Security requirements. The requirements are not limited to, close circuit television, key and lock control, electronic security systems integrity, and automated access control security.
1.11.4  Key control:  The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the QCP. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the CO.
1.11.4.1  In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the CO, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor.
1.11.4.2  The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the CO.
1.11.4.3  Lock combinations:   The Contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s QCP.

1.12  Key personnel (Contractor): The contractor shall designate a Contract Manager (CM) and an alternate to serve as the primary administrative Point of Contact (POC) for the DHA Contracting Officer (CO). The CM shall be responsible for the overall performance of the work and shall have full authority to act for the contractor on all matters relating to the daily operation of this contract. The names of these individuals shall be designated in writing to the CO. The CM or alternate shall be available for consultation between 8:00 a.m. and 4:30 p.m., Monday through Friday, excluding Federal holidays or periods of government facility closure. The CM and alternate are considered corporate administrative personnel; their services shall be provided as an indirect cost/overhead function and shall not be billed as a direct labor charge to this contract.

1.13  Data rights:  The Government has unlimited rights to all documents and materials produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership and copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not rescind any other Government rights.

1.14  Reporting

1.14.1  Contractor Manpower Reporting (CMR):  Reserved.  

1.14.2  Non-Disclosure Agreement (NDA):  All contractor personnel who will obtain access to proprietary, classified, or confidential information or any information release of which is protected or governed by law or regulation associated with DHA acquisitions shall be required to complete and sign a DHA Contractor NDA (DHA Form 49) prior to beginning work on the subject contract. The Contractor shall execute an NDA on behalf of the company and shall ensure that all staff assigned to, including all subcontractors and consultants, or other personnel performing on contract/Task order execute an NDA protecting the procurement sensitive information of the Government and the proprietary information of other contractors. The NDA shall be executed not later than first day of employment and to be renewed upon exercising a contract option period. Assignment of staff who has not executed this statement or failure to adhere to this statement shall constitute default on the part of the Contractor. The contractor shall maintain originally signed NDAs of individual employees and provide copy to the COR.

1.14.3  Government’s COR:  The COR monitors all technical aspects of the contract and assists in contract administration.  The COR is authorized to perform the following functions:  assure that the contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor contractor's performance and notifies both the CO and contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of contractor personnel.  A letter of designation issued to the COR, a copy of which is sent to the contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates.  The COR is not authorized to change any of the terms and conditions of the resulting contract. 

1.14.4  Post award conference/periodic progress meetings:  The contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5.  The CO, COR, and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance.  At these meetings the CO will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced.  Appropriate action shall be taken to resolve outstanding issues.  These meetings shall be at no additional cost to the government.

1.15  Contractor Identification
1.15.1  Contractor personnel performing services in a contractor capacity in a Government facility are required to possess and wear an identification badge that displays his or her name and the name of their company.  All contractor personnel shall identify themselves as contractor support personnel in all forms of communication with all entities with whom DHA/Deputy Assistant Director for Acquisition (DAD-A)/Head of the Contracting Activity (HCA) has business dealings.  The contractor shall:  Answer all telephone calls and have a personalized voice message with an introductory statement that includes the fact that the person is contractor support personnel.  Ensure all those with whom the person interacts in any face-to-face dealings while supporting the DAD-A understands that the person is contractor support personnel.  Include a title block in all emails that states the fact that the person is contractor support personnel.  Ensure all those with whom the person interacts in any face-to-face dealings while supporting DHA/DAD-A/HCA understands that the person is contractor support personnel.
1.15.2  Contractor personnel will be required to attend meetings or otherwise communicate with Government and/or other contract representatives to meet the requirements of this order.  Contractor personnel shall make their contractor status known during introductions.
1.15.3  Contractor personnel, while performing in a contractor capacity, are prohibited from using their retired or reserve component military rank or title in any written or verbal communications associated with the contracts in which they provide services.

1.16  Contractor Access to Health Affairs (HA)/DHA Network(s) 

1.16.1    FSO/Company's Security POC shall notify the DHA Personnel Security Office after being awarded a contract that requires access to a DoD system (If applicable, if not delete 1.16.1 and 1.16.2 and replace to 1.16 Reserved). Contractor personnel requiring access to the HA/DHA networks for performance of their tasks require a background investigation and the security awareness training. The Contractor shall be prepared for this process as it could take two (2) or more weeks. The Facilities Security Officer/Security POC shall submit a Standard Form (SF) 85/86 to DHA's Personnel Security Office for a background investigation.

1.16.2    Company's FSO/Security POC must notify the Personnel Security Office when the contractor has submitted the SF-85/86. The FSO/Security POC, or the COR must notify the DHA Personnel Security Office in writing of a contractor's termination from the contract, including the termination date.

1.17  Personnel Security 

1.17.1    The contractor shall comply with DoD 8570.01-M, “Information Assurance Workforce Improvement Program,” December 19, 2005 as amended; 8500.01, “Cybersecurity”, dated March 14, 2014; DoD Manual (DoDM) 6025.18, “Implementation of the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule Compliance in DoD Health Care Programs”, DoDI 6025.18 “HIPAA Privacy Rule Compliance in DoD Health Care Programs”, dated March 13, 2019; and DoDM 5200.02 “Procedures for the DoD Personnel Security Program (PSP),” dated April 3, 2017. Contractor responsibilities for ensuring personnel security include, but are not limited to, meeting the following requirements:

1.17.1.1  Follow the DHA Personnel Security Office guidelines for submittal of security clearances. Contact the DHA Personnel Security Office for guidance on the appropriate background investigation required for personnel on the contract. The DHA Personnel Security Office can be reached at (703) 681-6777.
1.17.1.2  Initiate, maintain, and document personnel security investigations appropriate to the individual’s responsibilities and required access to Controlled Unclassified Information (CUI).

1.17.1.3  DHA Personnel Security Office will deny any access to any automated information system (AIS), network, or CUI if a contractor receives an unfavorable adjudication, or if information that would result in an unfavorable adjudication becomes available.
 
PART 2
2.0 DEFINITIONS, ACRONYMS, AND APPLICABLE PUBLICATIONS/INSTRUCTIONS

2.1  Definitions:  

2.1.1  Category D:  Information Technology (IT) and Telecommunications Services (called D-Services)

2.1.2  Category R:  Support (Professional/Administrative/Management) Services (called R-Services)

2.1.3  Contracting Officer (CO):  A person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings.

2.1.4  Contracting Officer’s Representative (COR):  An individual, including a contracting officer’s technical representative (COTR), designated and authorized in writing by the CO to perform specific technical or administrative functions.  This individual does NOT have authority to change the terms and conditions of the contract. 

2.1.5  Nonpersonal services contract:  a contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

2.1.6  Quality Assurance Surveillance Plan (QASP):  An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.  The Government may either prepare the QASP or require the offerors to submit a proposed quality assurance surveillance plan for the Government’s consideration in development of the Government’s plan.

2.2  Acronyms:  

AIS            Automated Information System
APL            Approved Products List APL
AQL            Acceptable Quality Level
ARRT            Acquisition Requirements Roadmap Tool
ATO             Authority to Operate
B2B            Business-2-Business
CAC            Common Access Card
CAP            Cloud Access Point
CCEVS         Common Criteria Cybersecurity Evaluation and Validation Scheme
CDI             Covered Defense Information
CE            Computer Environment
CDRL            Contract Data Requirement List
CIO            Chief Information Officer
CJCSM        Chairman of the Joint Chiefs of Staff Manual
CMMC         Cybersecurity Maturity Model Certification
CMR            Contractor Manpower Reporting 
CNSSI            Committee on National Security Systems Instruction
CO            Contracting Officer(s)
CONUS        Continental United States (excludes Alaska and Hawaii)
COR            Contracting Officer Representative
COTR            Contracting Officer's Technical Representative
CSP            Cloud Service Provider
CSSP            Cyber Security Service Provider
CUI             Controlled Unclassified Information
DAD-A        Deputy Assistant Director for Acquisition
DC3            DoD Cyber Crime Center
DD Form 254    Department of Defense Contract Security Requirement List (if applicable)
DB    Design-Build
DBB            Design-Bid-Build
DFARS        Defense Federal Acquisition Regulation Supplement
DHA            Defense Health Agency
DISA            Defense Information System Agency
DoD            Department of Defense
DoDD            Department of Defense Directive
DoDI            Department of Defense Instruction
DSAs            Data Sharing Agreements
DSAA            Data Sharing Agreement Application
DMZ            Demilitarized Zone
DoDM            Department of Defense Manual
DPCLO        DHA Privacy and Civil Liberties Office 
DUA             Data Use Agreement
eMSM            Enhanced Multi-Service Markets
EULA            End User License Agreement
EVM            Earned Value Management
FAR            Federal Acquisition Regulation
FCI            Federal contract information
FE            Facilities Enterprise
FedRAMP        Federal Risk Authorization and Management Program
FISMA        Federal Information Security Modernization Act 
FRCS             Facility Related Control Systems
FSO            Facilities Security Officer
HA            Health Affairs
HIPAA        Health Insurance Portability and Accountability Act 
HCA            Head of the Contracting Activity 
HIT            Health Information Technology
IGCE    Independent Government Cost Estimate
IA            Information Assurance
IO            Initial Outfitting
I/O            In/Out Processing Portal
IPv            Internet Protocol Version
IS            Information System
ISP            Internet Service Provider
IT            Information Technology
ISCM            Information Security Continuous Monitoring
IV&V            Independent Verification & Validation
MedCOI        Medical Community of Interest
MHS            Military Health System 
MIL-STD        Military Standard
MTFs            Military Treatment Facilities
NCR            National Capitol Region 
NDA            Non-Disclosure Agreement
NIAP            National Information Assurance Partnership
NIST            National Institute of Standards and Technology
OCONUS        Outside Continental United States (includes Alaska and Hawaii)
ODC             Other Direct Costs 
OPM            Office of Personal Management
OSD            Office of the Secretary of Defense 
P-ATO            Personal Authorization to Operate
P&R            Personnel and Readiness 
PGI            Procedures, Guidance and Information
PDT            Project Delivery Team
PHI             Protected Health Information
PII             Personally Identifiable Information
PIT            Platform Information Technology
PK             Public Key
PKI             Public Key Infrastructure
POA&M        Plan of Action and Milestones
POC            Point of Contact
PMO            Program Management Office
PoP            Period of Performance
PP            Personal Property
PPSM            Ports, Protocols, and Services Management 
PRS            Performance Requirements Summary
PSP             Personnel Security Program 
PWS            Performance Work Statement
QA            Quality Assurance
QAP            Quality Assurance Program
QASP            Quality Assurance Surveillance Plan
QC            Quality Control
QCP            Quality Control Plan
RFP            Request for Proposal
RFQ            Request for Quotation
RMF             Risk Management Framework
SP            Special Publication
SPRS             Supplier Performance Risk System
SRM            Sustainment, Restoration and Modernization
SRG            Security Requirements Guides
STIG            Security Technical Implementation Guides
TOS            Terms of Service
US            United States
UFC             Unified Facilities Criteria
VPN            Virtual Private Network
XML            Extensible Markup Language 

2.3  Applicable Publications, DHA Administrative Instructions (AI), etc.  Reserved.

 
PART 3
3.0 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

The Requiring Activity Authority has assessed the need for Government Furnished Property, Equipment, and Services and determined:

3.1 Services:  The Government:

☒ Will NOT provide Government Furnished Services in support of this contract/task order.  As a result, this paragraph is Not Applicable. No furnished services will be provided by the Government customer. 

☐ WILL provide Government Furnished Services required in support of this contract/task orders.  

3.2 Facilities:  The Government:

☐ Will NOT provide Facilities in support of this contract/task order.  As a result, this paragraph is Not Applicable.

☒ WILL provide Facilities in support of this contract/task orders.  The Government will provide utilities and storage for Electronic Security Equipment parts and associated equipment.

3.3 Utilities:  The Government: 

☐ Will NOT provide Utilities in support of this contract/task order.  As a result, this paragraph is Not Applicable. 

☒ WILL provide Utilities in support of this contract/task orders.  The government will provide electricity and IT communications connectivity for the maintenance and service of electronic security systems.

3.4 Equipment:  The Government: 

☒ Will NOT provide Equipment in support of this contract/task order.  As a result, this paragraph is Not Applicable. All equipment in support of the maintenance of the security system must be contractor owned.

☐ WILL provide Equipment in support of this contract/task orders.  

3.4.1 Procurement Integrated Enterprise (PIEE), GFP Module Application  Reserved.

3.5 Materials:  N/A  

 
PART 4
4.0 CONTRACTOR FURNISHED ITEMS AND SERVICES

4.1 Services:  The Contractor:

☐ Will NOT provide Contractor Furnished Services in support of this contract/task order.  As a result, this paragraph is Not Applicable.

☒ WILL provide Contractor Furnished Services required in support of this contract/task orders.  These Services are described below: 

The Contractor shall furnish all personnel and services to comply with the requirements of this contract to include uniforms, except where specifically identified as Government-furnished supplies and services under Section 3, to meet the requirements under this PWS.

4.2  General:  The contractor shall furnish all supplies, equipment, facilities and services required to perform work listed under PART 5 of this PWS. 

4.3  Secret Facility Clearance:  Not Applicable.

4.4  Materials:  The contractor shall furnish all materials, supplies, and equipment necessary to meet the requirements under this PWS. 

4.5  Equipment:  The Contractor shall furnish all materials, supplies, and equipment necessary to meet the requirements under this PWS.

4.6  Facilities:  Not Applicable.

 
PART 5
5.0 SPECIFIC TASKS

5.  Specific Tasks.

This is a contract to maintain operational status of the Lenel OnGuard Access Control System (ACS) and the Milestone Video Management System (VMS), while ensuring new additional equipment is installed, configured, and managed properly. NSA Bethesda is requesting on-site five (5) days a week support through two (2) full-time equivalent (FTE) Lenel OnGuard certified technicians and one (1) full-time equivalent (FTE) Milestone certified system administrator/technician. Emergency hours must be available in case of high priority issues outside of normal business hours or technicians scheduled days. Lenel and Milestone certifications are required in order to meet NSA Bethesda’s direct system user support plan with Lenel and Milestone. Contractor must be a Naval District Washington (NDW) N6 preferred contractor with personnel who currently possess pre-approved access to the Lenel & Milestone Enterprise 3SP Network. These services are on behalf of the Operations Department at Walter Reed National Military Medical Center (WRNMMC), Bethesda, MD.

Labor Categories:

5.1 Lenel OnGuard Technician 

Service Technician II Summary: Service Technician II is responsible for a variety of critical tasks related to electronic security systems. Key duties include hands-on installation, initial site preparation, and device configuration. The role also encompasses the complete lifecycle of system management, from the initial design and implementation to the ongoing maintenance of all electronic security systems. This position operates with a moderate level of supervision, requiring a proactive and self-motivated individual.

Qualifications:

To be considered for this role, a candidate must have a solid foundation of professional experience, specifically a minimum of five years working as a Service Technician II. In addition to this experience, a mandatory qualification is a Lenel Core Certification or an equivalent certificate of completion. 

Education:
In terms of education, an associate’s degree is the required academic background for this position.

Duties or Responsibilities:

Category    Specific Tasks & Responsibilities
Site Preparation & System Design    • Conduct comprehensive site surveys to evaluate physical environments prior to hardware deployment. • Prepare infrastructure and physical sites for the integration of new security technologies. • Assist in the initial design and blueprinting of electronic security system layouts to meet specific facility requirements.
Installation & Technical Configuration    • Perform hands-on installation of critical devices: Examples (not all inclusive) High Security Switches, Duress Buttons, Alarm Panels, Passive Infra-Red Sensors, and Premise Control Units (PCUs).• Execute precise routing, termination, and testing of system cabling and associated support equipment.• Perform device-level programming and firmware updates to ensure compatibility with network security protocols.• Configure IP addresses and network settings for security hardware to ensure seamless connectivity with the head-end server.
Lifecycle Maintenance & Troubleshooting    • Manage the complete operational lifecycle of deployed systems from initial implementation to decommissioning. Monthly Audits: Perform comprehensive monthly audits of all field hardware to ensure correct operability, identify degradation trends, and determine areas requiring immediate attention.• Conduct proactive, routine maintenance and diagnostic testing on all alarm panels, access controls, and support equipment.• Troubleshoot complex system faults and connectivity issues, minimizing downtime and ensuring continuous operational integrity.• Test and maintain auxiliary power systems, such as battery backups and Uninterruptible Power Supplies (UPS), to ensure system resilience.
Administrative & Logistics Management    • Manage individual work orders and update service tickets within the system of record to ensure accurate tracking of labor and materials.• Maintain an accurate inventory of tools, spare parts, and equipment; initiate procurement requests to restock essential items.• Facilitate the Return Merchandise Authorization (RMA) process for defective components, ensuring proper tracking and replacement.• Ensure all work is performed in strict compliance with safety protocols (OSHA) and facility-specific security regulations.
Documentation & Reporting    • Maintain up-to-date "As-Built" documentation, including updated floor plans, wiring diagrams, and equipment location logs.• Provide periodic status reports to supervisors regarding project milestones, system vulnerabilities, or identified hardware trends.• Assist in the training of junior-grade technicians or end-users on the basic operation and localized troubleshooting of security hardware.

Service Technician III Summary: The Service Technician III is a senior-level role responsible for the end-to-end management of complex, IP-based electronic security systems. The duties are extensive and require a high degree of technical expertise, including the advanced configuration, programming, installation, and ongoing maintenance of the entire security infrastructure. This encompasses a wide range of components such as cabling, access control card readers, data gathering panels, video management software, network video recording platforms, and associated network peripherals. The role also involves contributing to the initial system design and implementation.

Reflecting the seniority of this position, the Service Technician III functions with significant autonomy, receiving only periodic direction and little guidance from a supervisor. This position may also be required to supervise and lead lower-grade technicians.

Qualifications:

The qualifications for this role are comprehensive, beginning with a mandatory minimum of seven years of experience as a Service Technician III. In addition to this extensive experience, candidates must possess a valid Lenel Core Certification or an equivalent certificate of completion. 

Education:

The required educational background for this position is a Bachelor's degree.

Duties or Responsibilities:

Category    Specific Tasks & Responsibilities
Advanced Hardware Management & Integration    • Lenel OnGuard Maintenance: Replace, repair, or maintain existing Lenel OnGuard hardware components (Note: All replacement equipment, materials, or parts are purchased separately by WRNMMC and are not covered under this agreement's funding).• Third-Party Integration: Physically terminate and integrate other vendor alarms and systems into the OnGuard system, establishing it as the single, centralized repository for enterprise alarm management.• Complex Diagnostics: Respond to escalated faulty hardware calls from the System Administrator. Perform advanced localized troubleshooting of IP-based control panels, data gathering panels (DGPs), and network video recording platforms. • Firmware & Network Config: Ensure all field hardware has the appropriate firmware and correct IP network configurations before physically connecting it to the enterprise infrastructure.
System Programming & Administrator Collaboration    • Hardware Onboarding: Work closely with the System Administrator to provision and logically add new hardware into the OnGuard system database.• Device Mapping: Assist in mapping complex input/output relays, programming reader behaviors, and configuring access control zones prior to physical deployment.• Network Coordination: Coordinate with IT and network teams to ensure proper port activation, MAC address whitelisting, and secure communication across network interface cards.
Proactive Auditing & Mission-Ready Maintenance    • Monthly Audits: Perform comprehensive monthly audits of all field hardware to ensure correct operability, identify degradation trends, and determine areas requiring immediate attention.• Routine Checks: Conduct periodic, routine maintenance checks of OnGuard hardware operability based on the specific schedule determined by the WRNMMC Physical Security Officer (PSO).• Resiliency Testing: Test fail-safe and fail-secure lock operations, battery backup loads, and duress button response times to ensure continuous physical security mission-readiness.
Administrative Workflows & Documentation    • Work Order Tracking: Maintain a daily, up-to-date work order database and tracking record.• PSO Reporting: Make available to the WRNMMC PSO (and designees) copies of all pending and completed work orders in both hardcopy and electronic spreadsheet formats. Reports must include request dates, completion dates, locations, and total labor hours consumed.• Logistical Tracking: Track defective equipment and coordinate with WRNMMC logistics for the procurement and storage of facility-purchased replacement parts.• As-Built Documentation: Update system wiring diagrams, network topologies, and floor plans following any major repair or installation.
Leadership & Supervision    • Team Direction: Function with significant autonomy, requiring only periodic direction from supervisors.• Mentorship: Supervise, train, and provide technical guidance to Service Technician I and II personnel on complex IP-based installations and localized troubleshooting.• Quality Assurance: Inspect the work of lower-grade technicians to ensure compliance with WRNMMC standards, proper cable management, and correct device configuration.

5.2 Milestone Video Management System Administrator/Technician 

The System Administrator/Technician is responsible for the complete lifecycle of hardware and software-based security solutions, from initial design and implementation to ongoing management. Core duties include advanced system configuration, system programming, and daily user administration. This role requires a comprehensive knowledge of modern IP-based security management systems, including expertise in access control, video systems, identity management, intrusion detection, and logical security platforms.

Qualifications:

To be considered for this position, candidates must meet several stringent requirements. A mandatory minimum of seven years of hands-on experience as a System Administrator or Technician is required. In addition to this extensive experience, a valid Milestone Certification (Technical Configuration Level 1 & Technical Configuration Level 2) or an equivalent certificate of completion is also a firm requirement. 

Education:
The standard educational background for this role is a Bachelor's degree.

Duties:

Category    Specific Tasks & Responsibilities
VMS Head-End & Network Administration    • Server Management: Serve as the primary, factory-trained network administrator for the Milestone/Avigilon VMS head-end, managing recording servers, management servers, and archiving storage arrays.• System Configuration: Perform advanced system programming, logical configuration, and firmware/software patching to ensure the VMS operates securely and optimally on the enterprise network.• Network Coordination: Manage bandwidth utilization, video stream routing, and IP assignments, coordinating with IT departments to resolve network bottlenecks or routing issues impacting video delivery.
Physical Camera Maintenance & Deployment    • Safe Access & Handling: Utilize Contractor-provided ladders, lifts, and safety equipment to physically access elevated camera infrastructure across the WRNMMC campus.• Optimization & Cleaning: Perform preventative maintenance by cleaning internal and external camera components (e.g., domes, lenses), sharpening camera focus for exceptional viewing clarity, and physically repositioning equipment to optimize the Field of View (FOV).• Hardware Replacement: Connect, repair, or physically replace defective edge equipment. (Note: All replacement equipment, materials, or parts are purchased separately by WRNMMC through separate funding).
User Administration & System Security    • Identity & Access Management: Conduct daily user administration within the Milestone platform, managing user roles, permissions, and credential access for security personnel and site representatives.• Integration Support: Configure logical integrations between the VMS and other IP-based security management platforms (such as access control or intrusion detection systems) to enable centralized alarm monitoring.• Event Programming: Program custom video rules, motion detection triggers, and automated system alerts to support proactive threat monitoring.
Administrative Workflows & Remote Support    • Remote Troubleshooting: Provide prompt telephone and remote diagnostic assistance to site representatives and security operators when not physically present on-site.• Asset & Logistics Tracking: Identify defective or end-of-life equipment and coordinate with WRNMMC logistics to facilitate the ordering and inventorying of government-funded replacement parts.• System Health Monitoring: Conduct daily health checks on camera uptime, storage retention compliance, and server performance to ensure continuous mission-readiness and compliance with facility security directives.• Documentation: Maintain accurate "As-Built" records, camera schedules, IP registries, and detailed maintenance logs for all VMS infrastructure.

 
PART 6
6.0 INFORMATION TECHNOLOGY & SECURITY

6.1  All work under this contract is unclassified.

6.2  The TIER 1 or TIER 2 levels and position sensitivity designation for positions under this contract is: Tier II.  

6.3  Personally Identifiable Information (PII)/Protected Health Information (PHI), Procurement, and Federal information requirements:  Not Applicable.

6.4  Training  Reserved.

6.5  Cybersecurity Requirements for Non-DoD IT or Covered Contractor IS:  Reserved.

6.5.8  Cyber Incident Reporting Requirement: Reserved.

6.5.9  Malicious software:  Reserved.

6.5.10  Media preservation and protection:  Reserved.

6.5.11  Access to additional information or equipment necessary for forensic analysis:  Reserved.

6.5.12  Cyber incident damage assessment activities:  Reserved.

6.5.13  Reserved.

6.5.14  Reserved.

6.5.15. The contractor shall mitigate supply chain risk to the government by complying with DFARS 252.239-7018 and only utilizing unified capability equipment identified on the DODIN Unified Capabilities Approved Products List (https://aplits.disa.mil/processAPList), unless granted a waiver in accordance with DODI 8100.04, DOD Unified Capabilities (UC). 

6.6  Risk Management Framework (RMF) for DoD IT:  Reserved. 

6.7.  Facility Related Control Systems:  Reserved. 

6.8.  System Communications – Reserved.

6.9  MHS Demilitarized Zone (DMZ) Medical Community of Interest (MedCOI) Business-to-Business (B2B) Gateway Reserved.

6.10  Contractor Provided IT Infrastructure Reserved.

6.11  System Authorization Access Request (SAAR), Defense Department (DD) Form 2875 Reserved.

6.12  MHS Systems Telecommunications Reserved.

6.13  Establishment of Telecommunications Reserved.

6.14  Contractors Located On Military Installations Reserved.

 

PART 7
7.0 ATTACHMENTS/TECHNICAL EXHIBIT LISTING

(Under this section list all attachments and technical exhibits that will be useful for the contractor to submit an appropriate proposal.)

7.1  The following forms are to be completed by the FSO/Security POC, or COR once the contractor is granted the proper background investigation.

7.1.1  Contractor CAC Request Process.  (If a more recent form is available, please replace the embedded version below.)

  

7.1.2  DHA’s contractor training instructions.  (Current form embedded from October 2021.  If a more recent form is available, please replace the embedded version below.)

  

7.1.3  DHA’s new employee handbook.  (If applicable, if not delete entire 7.1.3 and the embedded document)

 
PART 7, ATTACHMENT 1
PERFORMANCE REQUIREMENTS SUMMARY

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items.  The performance threshold briefly describes the minimum acceptable levels of service required for each requirement.  These thresholds are critical to mission success.

Performance Objective    PWS Reference    Acceptable Quality Level (AQL)    Method of Surveillance
The contractor shall perform comprehensive monthly audits of all field hardware to ensure correct operability and identify areas requiring attention.    PWS Part 5, Service Technician II Duties, “Lifecycle Maintenance & Troubleshooting” and Technician III Duties, "Proactive Auditing & Mission-Ready Maintenance"    100% of monthly audits are completed on schedule. No more than 5% of critical hardware issues are missed during an audit.    Periodic Surveillance by WRNMMC Physical Security Specialist; Review of the monthly audit reports by the Contracting Officer’s Representative (COR).
The contractor shall respond to escalated faulty hardware calls and perform troubleshooting to restore service.    PWS Part 5, Service Technician II Duties, “Lifecycle Maintenance & Troubleshooting” and Technician III Duties, "Advanced Hardware Management & Integration"    95% of responses to critical system failures must occur within the timeframe specified in the Quality Control Plan (QCP).    100% Inspection; Review of service tickets and the work order database by the COR to validate response and resolution times.
The contractor shall maintain a daily, up-to-date work order database and tracking record, available in both hardcopy and electronic spreadsheet formats.    PWS Part 5, Service Technician II Duties, “Administrative & Logistics Management” and Technician III Duties, "Administrative Workflows & Documentation"    99% accuracy and timeliness. All records must be updated by the close of business each day.    Random Sampling; The COR will conduct weekly random checks of the work order database to verify that records are current and accurate.
The contractor shall provide a Quality Control Plan (QCP) within 30 days of the contract award.    PWS Part 1, Section 1.10.1    The initial QCP must be submitted and approved within 30 days of the contract award. Zero deviation from this deadline.    100% Inspection; The Contracting Officer (CO) will verify the timely receipt and acceptability of the QCP.

7.2  Other Attachments

Attachment 2, Deliverable Schedule Table (Paragraph 6.5.2.1.1)

Attachment 3, Cybersecurity Regulations and Guidance (Paragraph 6.7.2.3)

 
    

Attachment 4, FRCS Responsibility Matrix (Paragraph 6.7.5.3)

 
    

Attachment 5, Risk Assessment Timeframes (Paragraph 6.7.7)

     

 
PART 7, ATTACHMENT 6
ESTIMATED WORKLOAD DATA

(This technical exhibit lists the historical estimated workload data, i.e., the estimated hours previously performed under the PWS by labor category.  This workload data should be used to prepare the IGCE, if available.  Note:  Based on the PWS, historical workload data can be provided in other formats, i.e., the volume of task orders issued over a five year period, the number of users by locations requiring IT Support, etc.  If hours are used, then the estimated quantity for each labor category should be the annual (e.g. 12 month) quantity.)

ITEM    NAME    ESTIMATED QUANTITY
1    Service Technician II     1920
2    Service Technician III    1920
3    System Administrator/Technician     1920
4    Service Technician III (Lenel After-Hours Support)    80
5        

 
PART 7, TECHNICAL EXHIBIT 1
DELIVERABLES SCHEDULE

(This technical exhibit lists any reports or documentation that is required as a deliverable to include the frequency, # of copies, medium/format and who/where it is to be submitted.  A deliverable is anything that can be physically delivered but may include non-physical things such as meeting minutes.  Note:  All PWS deliverables should be included in this exhibit.)

Deliverable    Frequency    Medium/Format    Submit To    Applicable To
Quality Control Plan (QCP)    Initial submission within 30 days of contract award; updated as changes occur.    Electronic Document    Contracting Officer (CO) & Contracting Officer's Representative (COR)    Overall Contract Performance / Quality Management
Monthly Hardware Audit Reports    Monthly    Electronic Document / Hardcopy    COR & WRNMMC Physical Security Specialist    Field Hardware (Lenel OnGuard & Milestone Systems)
Work Order Database & Tracking Record    Updated daily by close of business; available for weekly random checks.    Hardcopy & Electronic Spreadsheet    COR WRNMMC Physical Security Specialist    Maintenance, Service Tickets, & Escalated Calls