and then to manage them after award as shown in Figure Vol. 2 Management RFP No. QTA0015THA

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Julia Palmer
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2 General Services Administration (GSA) Enterprise Infrastructure Solutions (EIS) Organization We have established the Level 3 EIS Contractor Program Management Office (CPMO) (depicted in Figure ) as a counterpart to the GSA EIS PMO under the direction of our PM, who is empowered to make all necessary decisions regarding the management and implementation of the EIS Program and TOs. The PM consults with the leadership of each element of the CPMO to ensure full situational awareness regarding support to the overall contract, as well as to specific agency TOs. The CPMO is a relatively flat organization, which provides ready access to management and executive account teams. The CPMO staff allows Level 3 to ramp up quickly to respond to FO and TO proposal requests. The CPMO s organization facilitates timely, efficient, and effective transition as agencies and organizations move from legacy services to those offered under EIS. Our. Our focus is on core network capabilities. Our CPMO staff employs a full suite of standards-based, simplified, common management tools and processes to ensure contract compliance and then to manage them after award as shown in Figure Vol. 2 Management RFP No. QTA0015THA Use or disclosure of data contained on this page is subject to the restrictions on the title page of this proposal.

3 General Services Administration (GSA) Enterprise Infrastructure Solutions (EIS) Figure Level 3 s EIS CPMO. Full integration of all elements of the CPMO with corporate resources ensures rapid response to Service Orders or to trouble tickets Processes and Procedures Our Team leverages a centralized, company-wide IDIQ management system for. Key among these tools and processes is the GSA Customer Portal for EIS reporting and communication. Task Order Response Process. Once GSA or an agency releases a TORFP, our EIS PM examines the requirements in terms of processes and systems, expected performance levels, human and technical resources, and transition activities. The PM draws upon the CPMO staff, including a project manager, proposal staff, and support from sales, solution engineering, product management, as well as any other corporate and Level 3 Team members required to develop a solution that addresses required products and services within the required transition period. Vol. 2 Management RFP No. QTA0015THA Use or disclosure of data contained on this page is subject to the restrictions on the title page of this proposal.

4 General Services Administration (GSA) Enterprise Infrastructure Solutions (EIS) Figure Level 3 s Team Task Order Response Process. We are highly experienced at successfully responding to TORFPs and implementing after award. Senior Level Communications Procedures. The Level 3 Team EIS PM is responsible to ensure that the elements of our CPMO maintain timely and responsive communications with the Figure depicts the principle This level of transparency and cooperation Figure GSA and Level 3 Senior Level Management Communications. extend to the execution and Direct communication pathways between implementation by our technical GSA and Level 3 across all management levels is essential to smooth contract personnel. execution and transition Subcontractor Management Our EIS CPMO is responsible for management of subcontractors to ensure performance quality and control. Among other actions we take are to: Vol. 2 Management RFP No. QTA0015THA Use or disclosure of data contained on this page is subject to the restrictions on the title page of this proposal.

5 General Services Administration (GSA) Enterprise Infrastructure Solutions (EIS) Planning at Program and Agency Levels The Level 3 Team knows based on our experience that successful telecommunications support over both the near and long-term is dependent on thorough, proactive planning in collaboration with GSA and government agencies. For the EIS contract, our CPMO conducts planning at both the program and agency levels. Program Level. Planning at the program level is directed by the PM and focuses on interaction with GSA and anticipation of change. We engage the GSA EIS PM to stay abreast of the Government s desired type and level of support and to keep the Government informed about changes in the marketplace. We develop plans that enable us to be responsive to changes or evolutions in the EIS Program. Our planning develops options that account for changes in technology, price, and requirements. Agency Level. Planning for agencies is focused on either helping them with existing TOs by preparing for changes or contingencies or helping agencies without existing TOs to consider the advantages of EIS Program services and product offered by the Level 3 Team and how to prepare for agencies transition them Performance Management Our Management Team, starting with the PM, approaches Performance Management through the three processes addressed in the following sections: Section 2.6 Quality Control Program contains details of our QA approach; Section Service Management discusses Performance Monitoring per SLA requirements; and we discuss our approach to Risk Management in Section Other Contractor Management Requirements Resource Management. Details of our approach to Resource Management of personnel, finances, and equipment are contained in Section 2.5 Resource Plan. Reporting and Reviews. Preparing required deliverables is also an important reporting and review method for the PM. These deliverables contain important information and data that help the PM and other members of the CPMO understand program and project status and trends in performances. Vol. 2 Management RFP No. QTA0015THA Use or disclosure of data contained on this page is subject to the restrictions on the title page of this proposal.

8 General Services Administration (GSA) Enterprise Infrastructure Solutions (EIS) Data Transfer Mechanisms [J.2.9] Level 3 accepts all data transfer mechanisms specified for Government data sets transferred to Level 3 under the EIS Contract. For deliverables submitted directly to the government, including cases where GSA receives a copy of a deliverable sent to the customer, the contractor will use the format, contents, and transfer mechanism specified herein unless an exception is approved by the relevant CO. Level 3 will not use any exceptions to establish data transfer mechanisms unless they are approved by the GSA CO/OCO for data submitted to the GSA or customer agencies respectively. Level 3 maintains the ability to use and follow the GSA approved transfer mechanisms listed below: Level 3 will submit data to GSA Systems as uploaded files in either:, as defined for each deliverable specified as submitted via GSA Systems in Section J Data Dictionary [J.2.10] Level 3 is experienced at using the common data elements, transaction codes, data set content, and data elements specifications described in EIS RFP Sections J through J We use them as required in providing the data required for Vol. 2 Management RFP No. QTA0015THA Use or disclosure of data contained on this page is subject to the restrictions on the title page of this proposal.

20 General Services Administration (GSA) Enterprise Infrastructure Solutions (EIS) which the TSP system is invoked. As a Common Carrier registered with the FCC, Level 3 is a service provider that, if accepting an order with a TSP code, is required to act according to the TSP regulations. This means if we receive an order with a When TSP is specified at the restoration level, the Level 3 Trouble and Complaint Handling processes are also built to handle TSP services, based on the assigned restoration priority. As with the service ordering process, there are fields present in the GSA Customer Portal that identify the associated priority restoration level for services having a system generates a ticket because of a network alarm associated with a TSP restoration priority assigned to the service, the system prioritizes the trouble ticket ahead of other current trouble tickets for resolution. Rapid Provisioning Orders [3.G , G ]. Level 3 will provide rapid provisioning for Rapid provisioning streamlines the provisioning process so that it only requires SOA and SOCN for these services when qualifying conditions exist. Level 3 completes the rapid provisioning process in accordance with EIS RFP Section G and acknowledges that the provisioning interval Level 3 may make additional services eligible for rapid provisioning at the TO level. Level 3 limits rapid provision orders to those that do not contain a TSP order and those that do not contain an Administrative Change Order. Task Order Projects [G ]. When an agency indicates that SOs under a given TO are to be managed as a Task Order Project, Level 3 uses our, tailored to agency requirements as needed. Recognizing that a successful implementation is the crucial first step, Level 3 employs a multi-stage provisioning process, described in Figure , as part of its TOPP to install and transition EIS services efficiently. This provisioning process comprises. Vol. 2 Management RFP No. QTA0015THA Use or disclosure of data contained on this page is subject to the restrictions on the title page of this proposal.

33 General Services Administration (GSA) Enterprise Infrastructure Solutions (EIS) Level 3 Inventory Management System [G.7.1, G.7.1.1] Our inventory management system interacts with. Our process, as depicted in Figure , interfaces with a series of secure databases detailing information contained in the. Figure Inventory Management Process. Management oversight ensures accuracy and rapid correction of any identified discrepancy. The information and data contained in these databases is secure, up to date, and accessible by authorized personnel through the GSA Customer Portal. The CPMO creates a monthly snapshot of the centralized inventory for the EIS Program to cross-reference with the monthly invoices. We make corrections to the EIS inventory database as necessary to maintain its accuracy and completeness and issue corrected SOCNs or billing files as needed EIS Inventory Maintenance [G.7.1.2] Level 3 performs regular updates to our EIS inventory database as needed to SOCN issuance. of Vol. 2 Management RFP No. QTA0015THA Use or disclosure of data contained on this page is subject to the restrictions on the title page of this proposal.

34 General Services Administration (GSA) Enterprise Infrastructure Solutions (EIS) EIS Inventory Data Availability [G.7.1.3] Through the GSA Customer Portal, authorized users have immediate access, based on their. The system also allows tailored queries on the inventory on order so that the user can view the exact set of information needed. System generated reports, created on a monthly basis, and recent monthly reports are available on-demand on the Inventory Reports page. We retain the records in the of the request EIS Inventory Data Discrepancies and Accuracy. [G.7.1.4] The Level 3 Team avoids data discrepancies through procedures that ensure that we conduct accurate inventories and maintain the integrity of inventory data. We investigate and resolve all discrepancies, whether they are identified by the Government, by our internal verification and audit procedures, or by performance monitoring through EIS Inventory Reconciliation. [G.7.1.5] Level 3 s provides a monthly report containing all required data elements specified in EIS RFP Section J.2.7 as shown in Figure Service Management [G.8; J.2.8] CDIP Requirements for SLA Management [J.2.8; G.8] Common Operational Requirements [J.2.8.1]. Level 3 s Service Assurance and QA processes entail actively obtaining metrics for SLAs to ensure that the CPMO team is aware of SLA performance against relevant KPIs. Vol. 2 Management RFP No. QTA0015THA Use or disclosure of data contained on this page is subject to the restrictions on the title page of this proposal.

38 General Services Administration (GSA) Enterprise Infrastructure Solutions (EIS) Service Level Agreement Tables [G.8.2] Level 3 s monitoring and management methodology ensures our compliance with all metrics specified at the EIS contract level and to all services offered by the Level 3 Team as outlined in this section. However, as defined and measured in EIS RFP Section G.8.2. We provide in Appendix 1 to this PMP our approach to measuring and sampling the SLAs in each of the tables Service Performance SLAs [G.8.2.1] Service-Specific SLAs [G ]. Service-specific SLAs are performance measures demonstrating the overall performance of a. However, these measurements will never be a level higher than that defined by the UBI service grouping as described in EIS RFP Section J We also understand that failing to meet the AQL for any KPI constitutes failing that SLA, and Level 3 applies the associated credit in accordance with EIS RFP Section G.8.4 SLA Credit Management Methodology. Incident-Based Service SLAs [G ]. Level 3 understands that the for an individual incident constitutes failing the SLA for that incident unless due to documented delays caused by the agency. We understand that for each failed SLA, we apply the associated credit in accordance with EIS RFP Section G.8.4 SLA Credit Management Methodology using one of the following formulas based on the nature of the service in question: Vol. 2 Management RFP No. QTA0015THA Use or disclosure of data contained on this page is subject to the restrictions on the title page of this proposal.