enterprise infrastructure solutions - home & business …€¦ · · 2018-05-10sla and kpi...

Enterprise Infrastructure Solutions

Volume 2—Management Volume

SFA# 52021671/NSP# 80162 RFP No.: QTA0015THA3003

ii March 31, 2017November 4, 2016

Data contained on this page is subject to the restrictions on the title page of this proposal.

CENTURYLINK

MANAGEMENT RESPONSE

March 31, 2017November 4, 2016

Qwest Government Services, Inc. dba CenturyLink QGS

4250 N Fairfax Drive, Suite 300

Arlington, VA 22203




iii March 31, 2017November 4, 2016


REVISION HISTORY Revision Number Revision Date Revision Description Revised by




iv March 31, 2017November 4, 2016


TABLE OF CONTENTS

CenturyLink Abbreviations and Acronyms ...................................................................... vii

Volume 2—Management Response (L.30.1) .................................................................. 1

1.0 CenturyLink Management Approach (L.30.1) ....................................................... 1 1.1 Organization (G.9.4(7); H.10.3) ................................................................. 6 1.2 Program Management Functions (G.9.1)................................................. 12

1.2.1 Plan, Control, and Execute (G.9.1) ............................................... 13 1.2.2 Contractor Performance (G.9.1) .................................................... 20

1.2.3 Resource Management (G.9.1) ..................................................... 21 1.2.4 Revenue Management (G.9.1) ...................................................... 22 1.2.5 Reporting and Reviews (G.9.1, G.9.6; C.4.5) ................................ 23 1.2.6 Transition Management Approach ................................................ 24

1.2.7 Integrated Risk Management Methodology (G.9.4(8)) .................. 25 1.3 Performance Measurement and Contract Compliance (G.9.2) ................ 30

1.4 Agency-Specific Planning (C.3.2.3) ......................................................... 31 1.5 Coordination and Communication (G.9.3)................................................ 34

1.5.1 Senior-Level Communications (G.9.1) .......................................... 34 1.5.2 Consistent and Effective Communication (G.9.3(1)) ..................... 35 1.5.3 Customer Relationship (G.9.3(2), G.9.3(3)) .................................. 38

1.5.4 EIS PMO Questions and Issues (G.9.3(4)) ................................... 40 1.5.5 Government Escalation Procedures (G.9.3(5)) ............................. 41

1.5.6 Coordination and Communication Capabilities (G.9.3(6)) ............. 42 1.5.7 CenturyLink Points of Contact (G.9.3(7), G.9.3(8)) ....................... 43

2.0 Support Systems (L.30.1) ................................................................................... 43 2.1 Ordering (L.30.1(a); G.3.3; J.2.4.2.1, J.2.4.2.6) ....................................... 43

2.2 Billing (G.4; J.2.5.2) ................................................................................. 45 2.3 Business Support Systems (L.30.1 (1a)) ................................................. 46

2.4 Customer Support Office and Technical Support (L.30.1 (1a); C.1.8.9; G.6) .......................................................................................................... 50 2.4.1 Service Assurance (G.6, G.9.2) .................................................... 50

2.4.2 Customer Support Office (G.6.1, G.6.2) ........................................ 51 2.5 Trouble Ticket Management (G.6.4. G.6.4.1, G.6.4.2) ............................. 57 2.6 Inventory Management (G.7) ................................................................... 65

2.7 Service Level Management (G.3.5; G.8; J.2.8) ........................................ 65 2.7.1 SLAs (G.8.1, G.8.2; G.9.2, J.2.8.1.1) ............................................ 65

2.7.1.1 Service Performance SLAs (G.8.2.1, G.8.2.1.1, G.8.2.1.2, G.8.2.1.3) ..................................................... 68

2.7.1.2 Service Provisioning SLAs (G.8.2.2) ............................. 69

2.7.1.3 Billing Accuracy SLA (G.8.2.3) ...................................... 72 2.7.2 Service Level General Requirements (G.8.3; G.9.2; J.2.8) ........... 72

2.7.3 SLA Credit Management Methodology (G.8.3.3, G.8.4; J.2.8.2.2) 76 2.7.4 Service Level Reporting Requirements (G.8.3.2, G.8.5, G.8.5.1,

G.8.5.2; J.2.8.2, J.2.8.2.1, J.8.3.2) ................................................ 77

2.8 Training (G.10, CDRL 82) ........................................................................ 78




v March 31, 2017November 4, 2016


2.8.1 EIS Draft Customer Training Plan (G.10) ...................................... 80

2.8.2 Instructional Systems Development for EIS .................................. 80 2.8.3 Conduct Needs Assessment ......................................................... 81 2.8.4 Training Curriculum (G.10.1) ......................................................... 81 2.8.5 Deliver Training (C.4.5) ................................................................. 83

2.8.6 Training Evaluation (G.10.2) ......................................................... 84 2.9 Access to Support Systems (L.30.1(b); G.5.3, G.5.3.1; M.2.2.2) ............. 84

2.9.1 Web Interface Functions (G.5.3.1.1) ............................................. 85 2.9.2 Technology Standards (G.5.3.1.2) ................................................ 86 2.9.3 Accessibility (G.5.3.1.3; C.4.2) ...................................................... 86

3.0 Data Retention (G.5.7) ....................................................................................... 87

4.0 Inspection and Acceptance (E; G.3.4) ................................................................ 87

5.0 Contractor Data Interaction Plan (CDIP) (L.30.1(3); J.2) .................................... 87

5.1 Common Data Interaction Requirements (G.5.3.2; J.2.2, J.2.9.1.2) ........ 88 5.2 Task Order Data Management (J.2.3) ..................................................... 89 5.3 Section J Compliance Tables (J.2.4, J.2.5, J.2.6, J.2.7, J.2.8) ................ 89

5.4 Data Transfer Mechanisms (J.2.9, J.2.9.4, J.2.9.5, J.2.9.6) ..................... 91 5.4.1 Direct Data Exchange (J.2.9.2) ..................................................... 92 5.4.2 Secure Web Interface (J.2.9.3) ..................................................... 93

5.5 Data Dictionary (J.2.10) ........................................................................... 95

6.0 CenturyLink EIS Management Summary ........................................................... 95

LIST OF FIGURES

Figure 1.0-1. CenturyLink Delivers Mission Results that Align with GSA’s Objectives .... 2

Figure 1.1-1. EIS Executive Leadership .......................................................................... 7

Figure 1.1-2. CenturyLink EIS PMO Structure ................................................................ 8

Figure 1.2-1. CenturyLink Program Management Cycle. .............................................. 14

Figure 1.2-2. FCAPS Model .......................................................................................... 16

Figure 1.2.7-1. CenturyLink’s Risk Assessment Management (RAM) Process ............. 26

Figure 1.4-1. CenturyLink’s Account Management, Business Development, and Sales 32

Figure 1.5.2-1. Program-Level Communication ............................................................. 36

Figure 1.5.2-2. Communication during Transition ......................................................... 36

Figure 1.5.2-3. Communications related to lifecycle and service management ............. 36

Figure 1.5.3-1. CenturyLink’s CSO Communication Flow ............................................. 39

Figure 2.2-1. CenturyLink’s EIS Billing Process ............................................................ 46

Figure 2.3-1. CenturyLink’s EIS BSS Architecture ........................................................ 47

Figure 2.4.2-1. CSO Customer Support Representatives ............................................. 53

Figure 2.4.2-2. Customer Service Technical Support .................................................... 56

Figure 2.5-1. CenturyLink’s Trouble Handling Process ................................................. 58

Figure 2.8-1. Training Support ...................................................................................... 78

Figure 2.8.2-2. Instructional Systems Development (ISD) Process ............................... 81

Figure 5.4.1-1. CenturyLink BSS Data Interchange with Architectural Context ............. 92

Figure 5.4.2-1. EIS Customer Access to the BSS—Overview ....................................... 94




vi March 31, 2017November 4, 2016


LIST OF TABLES

Table 1.0-1. CenturyLink EIS Management Volume Roadmap ....................................... 3

Table 1.1-1. CenturyLink’s EIS PMO Functions and Responsibilities ............................. 9

Table 1.1-2. CenturyLink’s Escalation Path for Critical EIS Issues ............................... 12

Table 1.2-1. CenturyLink Program Management Support Tools ................................... 13

Table 1.2-2. CenturyLink Performance Management Tools. ......................................... 18

Table 1.2-3. The CenturyLink Improvement Cycle for EIS ............................................ 20

Table 1.2.7-1. Identified Risks and Mitigations .............................................................. 27

Table 1.5.5-1. Government-Initiated Escalation Hierarchy ............................................ 42

Table 2.4.2-1. CSO Capabilities .................................................................................... 51

Table 2.5-1. Trouble Ticket Escalation Process. ........................................................... 63

Table 2.7.1-1. Service Provisioning SLAs ..................................................................... 66

Table 2.7.2-1. SLA and KPI Performance ..................................................................... 76

Table 5.3-1. CenturyLink’s J.2.4 Ordering Compliance Reference ............................... 89

Table 5.3-2. CenturyLink’s J.2.5 Billing Compliance Reference .................................... 90

Table 5.3-3. CenturyLink’s J.2.6 Disputes Compliance Reference ............................... 90

Table 5.3-4. CenturyLink’s J.2.7 Inventory Compliance Reference ............................... 91

Table 5.3-5. CenturyLink’s J.2.8 SLA Management Compliance Reference ................. 91

Table 5.4.2-1. CenturyLink BSS Features ..................................................................... 94




vii March 31, 2017November 4, 2016


CENTURYLINK ABBREVIATIONS AND ACRONYMS

#

3DES Triple Data Encryption Algorithm

A

AAA Authentication, Authorization, and Accounting

AAP/CAP Alternate/Competitive Access Provider

AB Agency Bureau

AES Advanced Encryption Standard

AF Assured Forwarding

ALI Automatic Location Identification

ALM Application Lifecycle Management

ALTP Agency-Level Transition Plan

AOO Authorized Ordering Officials

ASN Autonomous System Number

ATIS Alliance for Telecommunications Industry Solutions

B

B2G Business-to-Government

BC Business Continuity

BCDR Continuity and Disaster Recovery

BCM Business Continuity Management

BD Billing Detail

BDS Big Data Suite

BER Bit Error Rate

BETP Back-End Touch Point

BFD Bidirectional Forwarding Detection

BGP Border Gateway Protocol

BLSR Bidirectional Line Switched Ring

BOE Basis of Estimate

BRM Business Reference Model

BSS TSS Business Support Systems Test Scenarios

C

C2 Command and control

CAB Cybersecurity Assurance Branch

CAP Contractor-acquired property

CAS Cost Accounting Standards




viii March 31, 2017November 4, 2016


CCB Configuration Control Boards

CFI Canonical Format Identifier

CCM Continuity Check Messages

CCTV Closed Circuit Television

CEF Common Event Format

CGE Carrier-Grade Ethernet

CHS Colocated Hosting Service

CIM Common Information Model

CIO Chief Information Officer

CIRT CenturyLink Cyber Incident Response Team

CIS Center for Internet Security

CLEC Competitive Local Exchange Carrier

CLI Command Line Interface

CMMI Capability Maturity Model Integration

CMP Configuration Management Plan

CMS Content Management Systems

CNSI Comprehensive National Security Initiative

COMF Cost of money factor

COTR Contracting Officer's Technical Representative

CPO Contractor Program Office

CPE Customer Premises Equipment

CPE Common Platform Enumeration

CR Change Request

CSR Customer Service Representative

CSU Channel Service Unit

CTO Chief Technology Officer

CTW Control Tailoring Worksheet

C-Tag Customer Tag

CUG Closed User Group

CUI Controlled Unclassified Information

CVE Common Vulnerabilities and Exposures

D

DAR Designated Agency Representative

DAS Direct Attached Storage

DBMS Database Management System

DATS Dedicated Access Transmission Services




ix March 31, 2017November 4, 2016


DCAA Defense Contract Audit Agency

DCMA Defense Contract Management Agency

DCMP Data Center Migration Program

DE Dedicated Edge

DEI Drop Eligible Indicator

DKIM Domain Keys Identified Mail

DMAIC Define, Manage, Analyze, Improve, Control

DMTF Distributed Management Task Force

DREN Defense Research and Engineering Network

DRP Disaster Recovery Plan

DRS Dynamic Resource Scheduler

DSA Dynamic Site Accelerator

DSCP Differentiated Services Code Point

DS0 Digital Signal Zero

DW Data Warehouse

DWBI Data Warehouse and Business Intelligence

E

E3A Einstein 3 Accelerated

EBAB EIS BSS Assessment Boundary

eBGP External Border Gateway Protocol

EBS Excess Burst Size

ECTT EIS Contract Transition Team

ECMC Edge Control Management Center

eDMZ Encrypted Demilitarized Zone

EDP Engineering Detail Plans

EF Expedited Forwarding

EFM Ethernet in First Mile

EGG Exploratory Green Group

EIR Excess Information Rate

ENNI Ethernet network-to-Network Interface

EOL End-of-Life

EPEAT Electronic Product Environmental Assessment Tool

EPL Ethernet Private Line

EP-LAN Ethernet Private LAN

EP-TREE Ethernet Private Tree

ESCON Enterprise Systems Connection




x March 31, 2017November 4, 2016


ESF Emergency Support Function

ETOT EIS Task Order Transition

EVPL Ethernet Virtual Private Line

EVP-LAN Ethernet Virtual Private LAN

F

FCAPS Fault, Configuration, Accounting, Performance, Security

FEA Federal Enterprise Architecture

FEC Federal Election Commission

FL Fault Localization

FNR Federal Network Resilience

FTL Force-to-Load

FRR Fast Reroute

G

G2B Government-to-Business

GA General and Administrative

GHG Greenhouse Gas

GIS Geographic Information Systems

H

HD High Definition

HDS HTTP Dynamic Streaming

HCM Human Capital Management

HCS Hosted Collaboration Service

HLS HTTP Live Streaming

HNT Host NAT Transversal

HPNA Hewlett Packard Network Automation

HRM Human Resource Management

I

IA Information Assurance

IAM Identity and Access Management

ICD Interface Control Document

ICMP Internet Control Message Protocol

ICT Information and Communications Technology

IDG International Data Group

IGP Internal Gateway Protocol

IIP International Information Programs




xi March 31, 2017November 4, 2016


ILEC Incumbent Local Exchange Carrier

IM Instant Messaging

IMDE Inline Malware Detection Engine

IMM Implementation, Management, and Maintenance

IMS IP multimedia subsystem

IO Input/output

IOS Internet Operating System

IPAM IP Address Manager

IPP IP precedence

IPT Integrated Project Teams

IRTR Incident Response Test Report

ISD Instructional Systems Development

IS-IS Intermediate system to intermediate system

ISSO Information System Security Officer

IT Information Technology

IXC(s) Incumbent Exchange Carrier

J

JAB Joint Authorization Board

JHA Job Hazard Analysis

K

KSA Knowledge, Skills, and Abilities

L

LAG Link Aggregation Group

LATA Local Access Transport Area

LDP Label Distribution Protocol

LEEF Log Event Extender Format

LFIB Label-Forwarding Information Base

LFL Like-for-Like

LH Long-Haul

LOC Loss of Continuity

LPIC Local Primary Interchange Carrier

LUN Logical Unit Number

M

MAC Media Access Control

MARS Monitoring, Analysis, and Response System




xii March 31, 2017November 4, 2016


MCU Multipoint Control Unit

MD5 Message-digest algorithm

MED Multi-exit discriminator

MEN Metro Ethernet network

MES Managed Enterprise Service

MGCP Media Gateway Control Protocol

MOA Memorandum of Agreement

MOP Method of Procedure

MOS Mean Opinion Score

MPEG Moving Picture Expert Group

MPEG-DASH MPEG Dynamic Adaptive Streaming Over HTTP

MPLS-TE Multiprotocol Label Switching Traffic Engineered

M&P Methods and Procedures

MRF Media Resource Function

MVNO Mobile Virtual Network Operator

N

NANP North American Numbering Plan

NBIP Network-based IP

NCC National Coordinating Center

NCCM Network Change and Configuration Management

NCPS DHS National Cyber Protection System

NEC National Electrical Code

NFV Network Function Virtualization

NGN-PS Next-Generation Network Priority Services

NIMS Networx Inventory Management System

NOAA National Oceanic and Atmospheric Administration

NoSQL Non Structured Query Language

NNTP Network News Transfer Protocol

NROC Network Reliability Operations Center

NSS Network Security Services

NSTIC National Strategy for Trusted Identities in Cyberspace

NTA NetFlow Traffic Analyzer

NTP Notice to Proceed

O

ODC Other Direct Charges




xiii March 31, 2017November 4, 2016


OOB Out-of-band

OSI Open System Interconnection

OWS Optical Wavelength Service

P

P-ATO Provisional Authorization to Operate

PANS Production and Analysis System

PAR Program Access Request

PCF Pivotal Cloud Foundry

PCS Personal Communications Service

PCI Payment Card Industry

PCI DSS Payment Card Industry Data Security Standard

PCOR Private Core

PCP Port Control Protocol

PE Provider Edge

PHB Per-hop behavior

PM Performance Monitoring

PM Program Manager; Project Manager

PMBOK Project Management Body of Knowledge

PMM Price management mechanism

PO Purchase Order

PoS Packet Over SONET

POTS Plain Old Telephone Service

PPM Program Performance Management

PS Private Switch

PSB Programmable Services Backbone

PUE Power Usage Effectiveness

Q

QC Quality Control

QM/RM Quality and Risk Management

R

RAM Risk Assessment Management

RAC Real Application Clusters

R&D Research and Development

RDBMS Relational Database Management System

RMFP Risk Management Framework Plan




xiv March 31, 2017November 4, 2016


RI Reporting Interval

RIM Remote Infrastructure Management

RMA Return Material Authorization

ROADM Reconfigurable Optical Add-Drop Multiplexer

ROW Right-of-Way

RPC Remote Procedure Call

RPMS Redundant Power Management System

RMFP Risk Management Framework Plan

RST Restructured Text

RSVP Resource Reservation Protocol

RSVP-TE Resource Reservation Protocol Traffic Engineering

S

S-Tag Service provider tag

SAML Security Assertion Markup Language

SB Small Business

SBC Session Border Controller

SCIF Sensitive Compartmented Information Facility

SCRM Supply Chain Risk Management

SCSI Small Computer System Interface

SDK Software Development Kit

SDLC System Development Life Cycle

SDM Service Delivery Manager

SDN Software-Defined Networking

SDP Service Delivery Point

SE Sales Engineer

SEC SRE Security Service Related Equipment

SES Severely Errored Seconds

SIEM security information and event management

SFTP Secure File Transfer Protocol

SIC Standard Industrial Classification

SIM Security Information Management

SIP HNT Session Initiation Protocol

SOAM Service, Operations, Administration, and Maintenance

SOP Standard Operating Procedure

SOX Sarbanes–Oxley Act

SPF Sender Policy Framework




xv March 31, 2017November 4, 2016


SQL Structured Query Language

SR Short Reach

SRTM Security Requirements Traceability Matrix

SRTP Secure real time transport protocol

SSAE Statement on Standards for Attestation Engagements

SSBI Single Scope Background Investigation

SSD Solid-state drive

STIG Security Technical Implementation Guide

SSN Social Security Number

SSO Single Sign-On

SSP System Security Plan

STE Secure Terminal Equipment

ST&E Security Test and Evaluation

STIX Structured threat indicator exchange

STO Stock Transfer Order

STP Spanning Tree Protocol

STS Spring Tool Suite

SWIP Shared Whois Project

T

TAC Technical Assistance Center

TACACS Terminal Access Controller Access Control System

TAXIITM

Trusted Automated eXchange of Indicator Information

Tbps Terabits Per Second

TCD Training Content Developer

TCE Technology Center of Excellence

TCP Transmission Control Protocol

TCV Trusted Internet Connections Compliance Validation

TDRF Technical Design Review Form

TECP Total evaluated CBSA price

TEER Telecommunications Energy Efficiency Ratio

TIA Telecommunications Industry Association

TIC Trusted Internet Connection

TICAP Trusted Internet Connection Access Provider

TIM Technical interchange meeting

TM TIC Management

ToS Type of service




xvi March 31, 2017November 4, 2016


TOT-P Transoceanic Optical Transport–Pacific

TST CenturyLink Technical Support Team

TSM Technical Service Manager

TS-MOE Top Secret Mission Operating Environment

TTL Time-to-Live

TWAMP Two-Way Active Measurement Protocol

U

UC Unified Communication

UDP User Datagram Protocol

UIFN International Free Phone Number

ULH Ultra-Long Haul

UPS Uninterruptible Power Supplies

URL Uniform Resource Locator

US-CERT U.S. Computer Emergency Readiness Team

USPTO United States Patent and Trade Office

UTM Unified Threat Management

V

vCPU Virtual Central Processing Unit

vCGS VMware vCloud Government Service

VDOM Virtual Domain

VLAN Virtual LAN

VM Virtual Machine

VMS VPN/Security Management Solution

VPN Virtual Private Network

VPLS Virtual Private LAN Service

VPWS Virtual Pseudo Wire Service

VRF Virtual Route Forwarding

VSS Vulnerability Scanning Service

W

WAF Web Application Firewall

WAN Wide Area Network

WinRM Windows Remote Management

WITO Walk In And Take Over

WSS Wavelength Selective Switch




xvii March 31, 2017November 4, 2016


X

xRM Extended CRM

XSS Cross Site Scripting

Y

Z




ES-1 March 31, 2017November 4, 2016


EXECUTIVE SUMMARY

NS2020 Enterprise Infrastructure Solutions (EIS) is the latest in a series of

groundbreaking contracts that keeps the General Services Administration (GSA) at the

forefront of shaping the telecommunication’s landscape for the Federal Government.

Providing affordable access to the latest industry capabilities and products and

transforming the current operational environment with such initiatives, as Category

Management will streamline the means by which agencies are able to acquire all of

their goods and services. GSA has crafted a contract framework that will allow

CenturyLink to deliver a service architecture that will yield ongoing savings to the

government and taxpayers well beyond the EIS program life.

Platform CenturyLinkTM, shown in Figure ES 1, represents the evolution of

CenturyLink’s service offerings and is designed to ensure GSA and the agencies benefit

from continuous product and service

innovation. All CenturyLink services are

layered in a fully converged architecture

with integrated access, cybersecurity,

diagnostic monitoring, and managed

network services, as shown in

Figure ES-2, that will enable smooth

migration from legacy services to Platform

CenturyLink to CenturyLink’s future

programmable services backbone (PSB)

that will offer network function virtualization

(NFV) pods and software defined

networking (SDN).

Figure ES 1. Platform CenturyLink






Figure ES 2. CenturyLink’s Technical Architecture

Supporting our product offerings is CenturyLink’s Federal Business Unit, a dedicated

organization of more than 600 people that is singularly accountable to and responsible

for the Federal Government’s needs. Direct support to the EIS contract is provided by

our EIS Program Management Office (PMO), which is discussed in the Management

Response, Section 1.1.

Platform CenturyLink includes:

Service Related Equipment (SRE) CenturyLink’s interface to the customer;

delivering secure application access and data transport.

Network Access—multiple access types enable customizable solutions.






Network Services—advanced communication services that allow agencies to

transform the business of government.

Cloud Services full application and infrastructure virtualization allows agencies to

support their missions with mobile, cost effective, and secure resources.

Application Marketplace—movement of services to the application layer requires

a robust marketplace capability to rapidly add services. The EIS web interface

will provide access for agencies to manage their services and add new services

using click-button provisioning.

EIS Automation CenturyLink’s future PSB will provide for NFV pods to be built

directly into the network and data centers; a core component of CenturyLink’s

NFV and SDN strategy.

Our Vision for EIS is in line with GSA Goals

Service Continuity and Security Our performance under the GSA Networx, GSA

Regional, and Department of Homeland Security (DHS) contracts provides a foundation

for EIS service continuity. We have

demonstrated strong thought

leadership in the implementation of

industry-leading cybersecurity

capabilities such as Managed

Trusted Internet Protocol Service

(MTIPS) and the DHS EINSTEIN 3

Accelerated (E3A) services.

CenturyLink’s CEO Glen Post is a

member of the President’s National

Security Telecommunications

Advisory Committee (NSTAC)

(see Figure ES 3).

Acquisition and Operations Efficiency—Ongoing evolution of CenturyLink’s

management methods and program approach is driven and demonstrated by a

continuous improvement cycle. We leverage lessons learned from our Federal

Figure ES 3. CEO, Glen Post, (4th from the left

of President Barack Obama and DHS

Secretary Jeh Johnson). May 6, 2015

President's NSTAC meeting.






Government contract experience as well as industry best practices to improve business

processes, without sacrificing our highly individualized service supporting EIS

customers’ unique requirements.

The consolidation of more than 80 local service agreements into EIS further

simplifies acquisition across the portfolio and establishes that technology is global.

Local oversight is a key contributor to technology adoption, but the initiative needed to

achieve economies of scale in a global technology environment cannot be discounted.

Flexibility and Agility—Our PMO is highly adaptable and fully accountable, with

proven processes for serving federal agencies and a culture that rewards customer and

mission centric behaviors. CenturyLink is a full service provider with an integrated

service platform that allows for flexibility and agility.

Support Systems—CenturyLink’s support systems will combine a simplified EIS

user web interface with navigation links to functional areas. A publicly available web

page will provide information on CenturyLink’s offerings including program support

contacts. Authorized EIS users will be given access to additional information during the

fair opportunity process and throughout the contract’s performance period.

Transition CenturyLink affirms its commitment to work with GSA in transition

planning and implementing Networx lessons learned and risk mitigation strategies to

reduce agencies’ EIS transition risk.

CenturyLink’s technology offerings enable

agencies to enhance and transform services

in conjunction with transitioning to EIS. We

will work with incumbent contractors and

ordering agencies to minimize program

delays.

CenturyLink’s Commitment: A Continued Successful Partnership

One measure of a successful partnership is that both parties benefit from the

relationship. CenturyLink has successfully encouraged expansion of the GSA Networx

contracts to our customers, including the migration of our current business under DISA’s

“CenturyLink has been a terrific partner with

the Department of Homeland Security in

providing reliable and secure networks and to

bring Cybersecurity to the private sector.”

Secretary of Homeland Security, Jeh Johnson at

CenturyLink’s HQ on 5/16/14






Dedicated Access Transmission Services (DATS) contract to Networx, growth in our

Networx Private Line Services task orders, and the recently awarded Networx DCTS N

task order.

CenturyLink continues to make strategic investments that align with GSA’s vision.

Our corporate priorities are to shift our business model from a telecommunications

carrier to an information technology (IT) communications integrator with an owned

carrier class network. As such, our acquisitions over the last five years have focused

on enhancing the reach and strength of our wireline network infrastructure and the

addition of 2.2 million square feet of leased or owned data center space to serve our

global customers. The addition of award winning cloud service offerings to our

portfolio, the focused expansion of our IT consulting business, the expansion of our

cybersecurity suite of services, the creation of big data analytic solutions and disaster

recover offerings align with and support the GSA NS2020 acquisition strategy.

At the time of the GSA Networx contract awards, our federal government prime

contract business was ranked number 54 according to the Washington Technology

Top 100 Federal Government Contractors. For calendar year 2014, CenturyLink ranked

number 37. That growth was in large part due to the association that we have

maintained with GSA. Our success is GSA’s success in attracting new business to GSA

vehicles and expanding the marketplace for technology services. We are proud to

submit this response to EIS and reaffirm our commitment to GSA, our shared

customers, the federal agencies who require support under the EIS contract. We look

forward to continued growth and our mutual success.




1 March 31, 2017November 4, 2016


VOLUME 2—MANAGEMENT RESPONSE (L.30.1)

The General Services Administration’s (GSA’s) management requirements for the Enterprise

Infrastructure Solutions (EIS) contract are designed to provide Federal Agencies with service

continuity and new services in a rapidly evolving market. Enabling access to telecommunications and

IT services while reducing procurement complexity, minimizing agency’s workloads, and reducing EIS

services risk, demands that EIS providers employ experienced professionals, high-quality support

systems, and fully integrated and collaborative management methods.

As GSA customers seek ways to manage costs, maintain business continuity, and

navigate fluctuating technology demands, more are turning to CenturyLink for our

technical expertise, responsive account management, and secure world-class solutions.

Our EIS offering ensures GSA and agency customers will receive service continuity,

flexible and agile program support, as well as secure and highly effective commercially

based support systems. CenturyLink will continue to collaboratively work with GSA and

agency customers to reduce operational risk, enable more efficient use of taxpayer

dollars, and achieve mission objectives.

This CenturyLink management response and the associated program management

plan (PMP) present a sound, fully integrated EIS management approach strengthened

by integrating lessons learned from our decades of experience serving the commercial

and Federal Government markets. Our approach leverages both a proven and ever-

improving suite of high-quality commercial support systems based on CenturyLink’s

performance as a Networx Enterprise and Universal incumbent, as well as a GSA

Regional contract service provider for 87 federal agencies and 6 GSA Regions,

commissions, boards, federally funded research and development (R&D) centers, and

tribal customers. Our successful performance on a wide range of additional

telecommunications and IT services contracts for state, county, and local entities, the

Defense Research and Engineering Network (DREN), and multiple classified contracts

strengthens this portfolio.

1.0 CENTURYLINK MANAGEMENT APPROACH (L.30.1)

CenturyLink’s EIS management approach complies with all EIS request for proposal

(RFP) Section G requirements with no exceptions. Our approach is strengthened by our






culture; CenturyLink focuses on agency-specific mission requirements and customer

responsiveness. We will continue to provide GSA and agency customers with service

continuity, ever-improving efficiency for acquisition and operations, technological

adaptability, and management innovation as shown in Figure 1.0-1.

Figure 1.0-1. CenturyLink Delivers Mission Results that Align with GSA’s

Objectives

We will support the EIS program as a collaborative, adaptable, and agile provider

that will satisfy the widely differing requirements of federal agencies and all of our EIS

customers. CenturyLink is committed to evolving with technology and providing effective

transition support. We will responsibly plan, control, and execute according to the EIS

contract to meet EIS customers’ evolving requirements for security, connectivity, and

communications.

CenturyLink has developed a sound management approach around a set of critical

success factors to support the operational capabilities and interactive information

systems that will make the EIS contract successful:

Strong customer-centric culture

Experienced and highly qualified leaders with the right resources and the right

organizational placement

User-friendly and compliant tools for the customer

Mission-driven management and communications processes






Quality improvement culture built on continuous improvement with a focus on the

voice of the customer

Innovation in management tools and processes

Customer-Focused Management

Each year, Frost & Sullivan identifies companies that set the standard for cloud IT services. CenturyLink was

named the leading cloud service provider for 2015 based on criteria such as customer experience,

implementation best practices, ability to meet industry challenges, and visionary innovations.

CenturyLink’s program management approach for EIS enables us to adapt our

services to changing technologies and provide strong transition support to fulfill agency

requirements for security, connectivity, and communications. CenturyLink’s clearly

defined management roles and responsibilities, supported by user-friendly and efficient

support systems, ensure superior performance for EIS.

Table 1.0-1 presents a roadmap for CenturyLink’s management response and PMP.

This table provides a mapping of standards-based frameworks discussed in this

Management Response to elements of the CenturyLink EIS management solution,

identifies the CenturyLink program management organization (PMO) leader(s) or

functions with primary responsibility for each requirements area, and cross-references

of RFP Section G requirements to the contents for each volume.

Table 1.0-1. CenturyLink EIS Management Volume Roadmap

RFP References

Management

Volume Section

Reference(s)

Applied Standards-Based Frameworks Responsible

CenturyLink

PMO Function(s)

(1.1; PMP 6.3) PM

BO

K

CM

MI ITIL Processes

(1.2.1)

ISO FCAPS

(1.2.1)

Program

Management

(G.9)

Management

Response 1.0;

PMP 3.0; 5.0; 6.0,

7.0; 8.0;

7. Monthly

Financial Status

Report (F.2.1,

CDRL 80)

Strategic Planning

Vendor Mgmt

Release Mgmt

Fault Mgmt

Configuration Mgmt

Accounting Mgmt

Performance Mgmt

Security Mgmt

PM; Financial

Control; SVP/GM






RFP References

Management

Volume Section

Reference(s)


CenturyLink

PMO Function(s)

(1.1; PMP 6.3) PM

BO

K

CM

MI ITIL Processes

(1.2.1)

ISO FCAPS

(1.2.1)

Transition

Management

(G.9.4(4))

PMP 4.0

Strategic Planning

Vendor Mgmt

Planning and

Engineering

EIS Transition

Management;

PM; TO PMs

Service Ordering

(G.3), G.9.4 (2)

Management

Response 2.1;

PMP 2.1

Accounting Mgmt

Customer

Support Office

(CSO)

Billing (G.4)

(G.9.4 (2)

Management

Response 2.2;

PMP 2.2

Accounting Mgmt Billing; CSO

Business Support

Systems (G.5)

Management

Response 2.3; 2.9;

4.0; 5.0

PMP 9.0;

4. Draft Business

Support Systems

(BSS) Verification

Test Plan

Strategic Planning

Release Mgmt

Fault Mgmt

Configuration Mgmt

Accounting Mgmt

Performance Mgmt

Security Mgmt

Business Process

Design and

Requirements; IT

BSS Security

(G.5.6)

8. BSS Risk

Management

Framework Plan

Security Mgmt Security Mgmt NS/EP and

Security

Service Assurance

(G.6) PMP 2.3

Performance Mgmt

Accounting Mgmt

Service

Assurance; CSO,

Service Level

Mgmt Reporting,

Technical Support

CSO

(G.6.1; G.6.2)

Management

Response 2.4

Planning and

Engineering

Fault Mgmt

Configuration Mgmt

Accounting Mgmt

Performance Mgmt

Security Mgmt

CSO; Technical

Support

Supply Chain Risk

Mgmt (G.6.3)

3. Supply Chain

Risk Management

(SCRM) Plan

Vendor Mgmt Procurement;

Corporate SCRM






RFP References

Management

Volume Section

Reference(s)


CenturyLink

PMO Function(s)

(1.1; PMP 6.3) PM

BO

K

CM

MI ITIL Processes

(1.2.1)

ISO FCAPS

(1.2.1)

Trouble Ticket

Management

(G.6.4)

Management

Response 2.5

Fault Mgmt

Problem Mgmt

Incident and

Service Desk Mgmt

Maintenance and

Restoration

Fault Mgmt

Configuration Mgmt

Accounting Mgmt

Trouble Ticket

Mgmt/NOC; CSO

Inventory

Management (G.7)

; (G.9.4 (2)

Management

Response 2.6;

PMP 2.3

Change Mgmt

Inventory Mgmt

Configuration Mgmt

Capacity Mgmt

Configuration Mgmt

Systems &

Custom

Solutions;

Product Mgmt; IT

Service Level

Management (G.8;

G.9.2, G.9.4 (2)

Management

Response 2.7,

5. EIS Verification

Test Plan ; PMP

6.0, 6.2, 6.4, 6.5,

6.6, 9.1

Service Level Mgmt

Availability Mgmt

Performance Mgmt

Performance Mgmt

Accounting Mgmt

Security Mgmt

Service-Level

Mgmt & Reporting

Training (G.10) Management

Response 2.8 Training

National Security

and Emergency

Preparedness

(NS/EP) (G.11)

9. NS/EP

Functional

Requirements

Implementation

Plan

Security Mgmt

Business Continuity Security Mgmt

NS/EP and

Security

Sustainability

(G.12)

6. Climate Risk

Management Plan

PM; Corporate

Operations

Planning






CenturyLink Benefits for EIS

Experience and service continuity: CenturyLink systems and management methods provide services to many

government customers including SSA, DoD/DISA, NASA, VA, and DHS. Our EIS PM has over 15 years

industry experience, including support to GSA network services programs including Networx.

Flexible agency focus: CenturyLink has a well-earned reputation for putting agency requirements at

the core of our management solutions; customer needs are paramount.

Industry-leading support systems: Our flexible commercial BSS capabilities provide simplified procurement

and reporting support to agency COs and OCOs

Continuous improvement and innovation: Our approach leverages industry standard frameworks and

lessons-learned to benefit EIS customers and the taxpayer, yielding diverse improvements such as

integration of Performance and Risk Management to reduce agency risk and cost

1.1 ORGANIZATION (G.9.4(7); H.10.3)

The CenturyLink EIS Program Manager (PM), Tyler Montgomery, is the

government’s central point of contact (POC) for the EIS program. Mr. Montgomery

brings over 15 years of industry experience, including four years in our Networx

contractor program office (CPO) where he serves as our Networx PM. For EIS,

Mr. Montgomery will have full responsibility and authority to manage all program

functions and act on behalf of CenturyLink in the performance of all EIS requirements,

including:

Managing EIS schedule, performance, and deliverables

Leading and supporting agency-aligned task order (TO) teams in delivering

services

Providing oversight and direction to workgroups responsible for deployment,

implementation, operations, and maintenance

Ensuring a smooth, expeditious transition and implementation process

Managing escalations, issues, risk and remediation

Communicating regularly with GSA, agencies, and other EIS customers

Delivering status reports and results to GSA and EIS customers

Ensuring that CenturyLink performs in full compliance with the EIS contract






As our PM, Mr. Montgomery CenturyLink’s key personnel

for EIS; he has the management control, responsibility, and

accountability within CenturyLink to ensure the highest level

of service delivery. Mr. Montgomery has direct access to

CenturyLink’s senior executives on all matters related to EIS.

The Senior Vice President and General Manager, Tim

Meehan, is the highest-ranking CenturyLink executive who

manages the federal government business unit. He has

access to the entire leadership team including CEO Glen

Post. Figure 1.1-1 shows the EIS executive leadership team.

Overview of the CenturyLink EIS PMO

CenturyLink structured the EIS PMO to achieve four

primary objectives:

Continuous service and support improvement

Plan and execute effective transitions

Provide flexible, mission-focused, agency-tailored TO execution

Manage contract required reporting and conduct contract compliance actions

As shown in the PMO organizational chart, Figure 1.1-2, CenturyLink has assigned

clear roles and responsibilities to the functional area team leaders required to support

EIS. Many of the people in these positions have worked on the Networx contracts and

bring years of experience in GSA indefinite delivery/indefinite quantity (IDIQ) contract

PMO management.

The EIS Deputy PM will be selected based on successful experience in

telecommunications and IT services TO planning and execution. The Deputy PM will

provide program-level operational focus on risk management, as well as enable

continuity of operations and succession planning for Mr. Montgomery.

EIS PMO resources report to Mr. Montgomery, who is responsible for integrated risk

management of cross-TO issues. These resources include our TO PMs who are aligned

with the federal business units three channels (DoD, Civilian, and Special Programs).

Figure 1.1-1. EIS

Executive Leadership






Federal business unit support for EIS includes CenturyLink’s EIS account

management (business development, marketing, and sales), contracts, procurement,

and TO response functions. These units all report to Mr. Meehan while functionally

being assigned to Mr. Montgomery for the EIS program.

Corporate support for EIS consists of a range of required shared-services

capabilities that functionally report to Mr. Montgomery for EIS. These include service

ordering, subcontract and procurement administration, service delivery and

provisioning, billing, IT, NS/EP, SCRM, security, trouble ticket management, and

technology planning functions. The assigned managers for each of these functions will

be fully accountable to Mr. Montgomery to fulfill EIS contract requirements in their

respective areas. The operational vendor and subcontractor management function

reports directly to Mr. Montgomery. These personnel will provide day-to-day oversight of

vendor and subcontractor performance. Integrating the operational management of

subcontractor performance with CenturyLink’s EIS PMO ensures that any issues that

may impact EIS are aggressively resolved to the government’s satisfaction.

Table 1.1-1 provides a detailed breakout of supporting PMO and CenturyLink

functions, including roles and responsibilities within the organization shown in

Figure 1.1-2. CenturyLink’s contractual, technical, and administrative interfaces, as well

as contacts for escalation of issue by government personnel are provided in

Management Response, Section 1.5.5.

Table 1.1-1. CenturyLink’s EIS PMO Functions and Responsibilities

Function Roles and Responsibilities

Senior VP and GM,

CenturyLink Federal

Business Unit

The CenturyLink officer responsible for the growth and management of all CenturyLink

federal government business. Ensures delivery of high quality CenturyLink service to the

federal market place.

Director Federal Programs Manages the lifecycle programs across the federal organization from initial award

through implementation, change management, and close out.

EIS Program Manager

(Key Personnel)

Leads planning, control and execution of EIS. Manages the scope, schedule,

performance, and deliverables for the program. Fully responsible for management of

EIS PMO. Communicates regularly with GSA and the agencies. Ensures CenturyLink

performs in compliance with the EIS contract and TOs. (G.9)




10 March 31, 2017November 4, 2016



EIS Deputy Program

Manager

The Deputy PM will report directly to the PM and, will serve as acting PM in his absence.

Will serve as primary manager for EIS PMO oversight of matrixed corporate functions

responsible for EIS customer service, deployment, implementation, operations, and

maintenance. (G.3, G.3.4, G.5, G.6.3, G.9.3 (1), G.9.4(2,8,9). G.11, G.12)

Program Quality and Risk

Management

Applies quality standard methods and tools to manage program and TO-level risks.

Approach is organizationally integrated to include trend analysis which can routinely

drive effective risk mitigation. (G.9.4(6), G.9.4(8))

Sales Engineering Provides technical expertise in service design, order preparation, post-sales engineering

support, and ongoing resolution of technical issues.

(G.9.3(2), G.3 (3))

Financial Control Manages cost, budgeting, and tracking through our Federal Acquisition Regulation

(FAR) and Cost Accounting Standards (CAS) compliant enterprise resource planning

(ERP) system. (G.9.4(5), G.9.5)

Contracts Administration

and Redactions

Official CenturyLink representative to GSA for contract management and provides

interpretation of contract terms to the CenturyLink PMO. Reviews and approves all

contract modifications and redactions. (G.2, G.9.4(1))

Account Management BD

and Sales

Collaborate with GSA and agencies to identify opportunities to deliver new offerings that

make agencies more efficient and may be procured through the Fair Opportunity

process. Promote the use of the EIS contract vehicle to agencies. (G.3.1, G.9.4(4c))

Task Order Responses Provide GSA and the agencies with comprehensive solutions that are responsive and to

agency TO RFPs. (G.3.2)

GWAC TO Planning and

Implementation

Coordinate the development of fully compliant technical and management solutions for

agency TO responses. Ensure proposed services are implemented as designed and

costed. Creates repeatable solutions that may be available on multiple GWACs.

Civilian TO Program

Management

Led by a seasoned Program Management Professional, individual task order level

program managers direct a team with expertise across the civilian agencies and

departments. The PM is the single POC for delivery and lifecycle management.

(G.3.3.3.3)

DoD TO Program

Management


program managers direct a team with expertise across the Department of Defense. The

PM is the single POC for delivery and lifecycle management. (G.3.3.3.3)

Special TO Program

Management


program managers direct a team with expertise across the intelligence community. The

PM is the single POC for delivery and lifecycle management. (G.3.3.3.3)

Implementation Program

Management

Supports line-of-business program management teams with transition and

implementation-focused PM tools (tracking) and expertise

Cybersecurity Program

Management

Directs a team with expertise across various cybersecurity disciplines for system

engineering life cycle management and operations




11 March 31, 2017November 4, 2016



Inventory Management Service inventory management. (G.7, J.2.7)

Service Assurance Lead agency-facing service support functions. (G.6)

CSO Primary customer POC. Provide service information and ordering support, customer

complaint resolution, service management, escalation handling, and customer

satisfaction survey analysis. (G.3.3.1, G.3.3.2, G.3.3.3, G.6.1, G.6.6.2, G.9.3)

Service Level Management

& Reporting

Delivery and management of all Contract Deliverables Requirements List (CDRLs)

(G.3.5, G.8, G.9.2, C.1.8.3 [all services], F)

Technical Support Customer services design and network engineering. (G.9.3(2), C.2)

Training Develop and deliver training, register students, and deliver all individually tailored

training for EIS. (G.10)

EIS Transition

Management

Provides oversight for all program and task order transitions within EIS. Establishes the

business reporting mechanisms and operates as the key interface between GSA and

CenturyLink on all matters related to transition including transition schedule, customer

dependencies, cross-team coordination, transition risks, transition resources, transition

SLAs, and tracking and reporting. (G.9.4(4), C.3, E.2.2)

Business Process Design

and Requirements

Program level operational process design, program methods and procedures (M&Ps),

BSS enhancement requirements management.

Operational

Vendor/Subcontractor

Support Manager

Requirements documentation, subcontractor functional vetting, support of subcontractor

SOW development, subcontractor performance management, subcontractor flow-down

verification.

Service Catalog

Management

Ensure service catalog are maintained in full compliance with contract terms. (B.1.3)

Contract Modifications Manage all required contract modifications with focus on timely support of agency

requirements. (G.9.3.5(e) )

Product Management Provides product and service offering expertise for all CenturyLink EIS solutions;

provides planning and coordination of product changes and updated needed to support

contract and agency specific requirements.

Business Analyses Provides competitive price analysis and supports the CenturyLink account teams with

CLIN selection for solutions. Manages Individual Case Basis (ICB) CLINs and agency-

specific pricing.

Escalation: For trouble management issues that require escalation, we will follow

the formal process described in Management Response, Section 2.5. Table 1.1-2

shows our clear escalation path to be applied in response to critical issues or if our

contract performance is not fulfilling requirements or meeting agency expectations. GSA

and agency representatives have full access to these escalation POCs as required.




13 March 31, 2017November 4, 2016


Table 1.2-1. CenturyLink Program Management Support Tools

Primary Program Management Tools

Microsoft Office Suite: Reporting, quantitative analysis, publication

MS Project: Schedule and dependency management

MS SharePoint: Program management coordination portals; CDRL and status management portals;

accessible to authorized GSA and EIS customer users

Rally and Borland Caliber (application- and lifecycle-dependent) BSS requirements management

HP Application Lifecycle Management (ALM): BSS/information technology testing, test case, and defect

management

Remedy and SolarWinds: Trouble management and network operations center (NOC) service management

Hewlett Packard Network Automation (HPNA) and EMC Smarts: Network inventory, configuration

management, and management surveillance

EINSTEIN: A proprietary reference repository for CenturyLink CSO and account management standard

operating procedures (SOPs) and methods and procedures (M&Ps)

Salesforce.com (SFA): Account management for services; tracks contacts, TO opportunity, pre-order customer

requirements, and pre-sales engineering and service implementation workflow integration

Program Management Process Frameworks

Program Performance Management (PPM)

ITIL v3

Framework

Define, Manage, Analyze, Improve, Control (DMAIC)

Capability Maturity Model Integration (CMMI)

CenturyLink SOPs and M&Ps

Account management

Trouble management and network

management

Service assurance/customer support

Integrated project teams (IPTs) and risk management

Security/Cybersecurity

1.2.1 Plan, Control, and Execute (G.9.1)

CenturyLink’s program management approach leverages a set of interrelated and

fully compatible industry best practice frameworks: the Program Management Body of

Knowledge (PMBOK ®) for program execution, ITIL v3 ® for IT service management,

Capability Maturity Model Integration (CMMI) for software development and integration,

fault, configuration, accounting, performance, security (FCAPS) as a framework for

network services applications, and DMAIC as a quality control and continuous

improvement methodology.

Program Performance Management (PPM)

CenturyLink’s PPM methodology provides the overall framework for how we will

plan, execute, and control the EIS program, including transition, service delivery, special




14 March 31, 2017November 4, 2016


projects, and ongoing operations. Our scalable approach defines the tasks and

deliverables required to manage large, complex programs involving multiple

stakeholders. This methodology is composed of standards-based applications,

methods, and policies applied throughout our project management processes with the

five overarching steps as shown in Figure 1.2-1. The toolkit selected is dependent on

the nature of the specific project. For example, CMMI is not the appropriate

methodology to govern network implementations but is the best-in-class methodology

for software development.

1. Scope Assessment

and Approval:

Define and

document work to

be performed.

Secure stakeholder

approval at the program and TO levels.

2. Detailed Work Planning: Define tasks, sequencing, dependencies, schedule,

and resources required (e.g., labor, capital, and equipment). Detailed work plans

are reviewed and approved by authorized agency stakeholders for each TO.

3. Project Control and Implementation: Performed throughout the project

lifecycle to monitor activity against defined performance targets; provide

structured performance reporting; ensure careful and continuous tracking

controls; and guide changes to scope, budget, and schedule.

4. Project Closure: Closeout TO requirements and vendor subcontracts.

5. Lessons Learned: Perform detailed results assessments against initial scope

using project scorecard metrics. Assessments identify required scope-driven

changes, document lessons learned, and identify changes required to the project

approach, as well as functional gap closures requiring additional work.

The PPM methodology incorporates processes and procedures to verify quality

deliverables are prepared on time and according to contract requirements and ensure

Figure 1.2-1. CenturyLink Program Management Cycle.




15 March 31, 2017November 4, 2016


potential risks are mitigated. This methodology incorporates an integrated team

approach for project management with multiple team members.

CenturyLink will baseline contract tasks and coordinate process performance to

ensure key areas of project management (planning and control, quality management,

and resource management) are addressed at every step. PPM provides a robust

framework to achieve significant oversight advantages for GSA’s PMO. The PPM

methodology minimizes risks and uncertainties by:

Defining program and task level standard processes and techniques

Following a consistent and structured approach

Facilitating continuous government involvement and reviews

Establishing effective program and TO management controls and procedures

Creating mechanisms for capturing experience and lessons learned

ITIL v3

ITIL is a framework of proven best practices based upon the collective experience of

government and commercial organizations and the lessons learned in addressing

service management. The ITIL framework provides a comprehensive and consistent set

of best practices for program execution and control, promoting a quality approach to

achieving IT business effectiveness and efficiency for the EIS program.

CenturyLink’s service management model is built on ITIL processes. ITIL’s strategic

context for improving tactical decision-making ensures that processes are centered on

the service management relationship between CenturyLink and its customers.

CMMI

As a CMMI Level 5 practitioner, CenturyLink has successfully applied CMMI on

various system development projects and will use CMMI as our process framework for

EIS special projects and BSS development. We will tailor the CMMI methodology to

meet specific EIS objectives. The CMMI framework will be used to integrate process

areas across the various disciplines, enabling CenturyLink to exercise standard and

shared processes and terminology. CMMI’s common set of processes forms the core of

a capability model that integrates process improvement guidance for systems and




16 March 31, 2017November 4, 2016


software engineering with product and process development. CMMI allows for the

maturity of software development processes to be analyzed to reduce risk.

Fault, Configuration, Accounting, Performance, Security (FCAPS) Management

In developing our PMP support processes and BSS plans for EIS, CenturyLink used

the FCAPS management model (developed by the ISO for the telecommunications

industry) as the foundation for support of network services (switching, facilities, inside

and outside plant, and the network operations center), customer care (ordering,

provisioning, billing and inquiries), and security services (firewalls, routers, anti-virus

and the security operations center (SOC)). Figure 1.2-2 outlines the CenturyLink

FCAPS model which ensures quality assurance (QA) for the products and services

supporting the GSA’s mission and day-to-day operations.

Figure 1.2-2. FCAPS Model

Fault Management: Faults are identified either proactively by CenturyLink’s network

operations center (NOC) using state-of-the-art network systems to monitor, track,

analyze, and report on network availability and performance, or reactively reported by




17 March 31, 2017November 4, 2016


GSA or an agency. In either scenario, the CenturyLink team identifies the fault by

logging the incident in a trouble tracking system. Next the fault is isolated, corrected,

and tested to ensure that it has been corrected. For faults reported by GSA or an

agency, the CenturyLink team contacts the government customer directly to verify that

the individual who reported the fault is satisfied with the resolution. All information

related to the faults are documented in the trouble tracking system, which enables SLAs

(e.g., time-to-restore (TTR)) and other fault management activities to be tracked,

measured, and reported. This reporting enables the CenturyLink team to identify fault

root causes and initiate process improvements to continually improve the overall fault

management process.

Configuration Management: Configuration management focuses on establishing

and maintaining consistency of network and premise elements supporting a customer’s

network. Hardware and software changes, including the addition of new site locations

and equipment, modification of existing sites and configurations, and disconnects of site

locations and/or features are coordinated and properly documented in the designated

inventory management system.

Accounting Management: Accounting management not only focuses on the

issuance of accurate and timely invoicing of monthly billing, but also the tracking and

monthly reporting of activities associated with service ordering, trouble reporting and

resolution, billing disputes, and invoice adjustments. Each month the PMO Billing

Manager prepares and reviews monthly reports with the designated GSA representative

and identifies any billing process improvement activities that are being implemented to

resolve potential quality issues identified during the past month. The CenturyLink team

is continually operating pro-actively to prevent problems before they occur.

Performance Management: The CenturyLink team uses a host of tools for network

monitoring and reporting to optimize performance across all processes. These tools

enable the CenturyLink team to proactively manage processes and identify anomalies

using control charts. The CenturyLink PM meets weekly and monthly with designated

GSA representatives to review the status of projects and overall program performance.

Table 1.2-2 provides a list of the CenturyLink tools used in performance management.




20 March 31, 2017November 4, 2016


Define, Manage, Analyze, Improve, Control (DMAIC)

All elements of CenturyLink’s EIS management approach are subject to ongoing

continuous review and improvement. The CenturyLink continuous-improvement cycle,

described in detail in the PMP, Section 6.2, is built on an iterative quality review cycle,

as shown in Table 1.2-3.

Table 1.2-3. The CenturyLink Improvement Cycle for EIS

Define Define goals consistent with EIS and TO service requirements

Measure Measure current service outcomes with acceptable quality levels (AQLs) as the principal focus

Analyze Analyze AQL data to identify both trends and performance gaps or “misses”, as well as

determine root causes for each AQL issue. Communicate identified trends and issues

Improve Improve continuously and optimize processes based upon data analysis

Control Ensure any deviations from AQLs are corrected; define individual improvements in training,

processes, procedures, tools and systems to address causes; set up pilot runs to establish

improvements, monitor results, expand successful pilots, and validate improvements are

having the desired effect

CenturyLink applies lessons learned from serving federal customers to continuously

improve our methods, processes, and tools. Lessons have been gleaned from

transitions of varying complexity and scale for government telecom and IT programs

with diverse requirements. These transitions include complex customer service

solutions such as the Social Security Administration’s (SSA) SSANet, the Census

Multiprotocol Label Switching (MPLS) network, NASA transport services, DoD DISA

Data Services, Department of State Hosting, and DoD DREN III.

1.2.2 Contractor Performance (G.9.1)

The CenturyLink PMO will manage EIS performance through unwavering focus on

GSA-required key performance indicators (KPIs) and AQLs, as well as on agency TO-

specific KPIs and AQLs. Based on the lessons learned from our performance on GSA

Networx Enterprise and Universal, as well as the GSA Region 5, 7, 8, 9, and 10 local

services contracts, CenturyLink has established two PMO functions, Service Assurance

and Program Quality and Risk Management, to support our PM and ensure that we

manage the program to achieve required AQLs.




21 March 31, 2017November 4, 2016


The PMO Service Assurance function is responsible for actively monitoring all EIS

performance data, including the required SLAs for customer service, service delivery,

service availability, and service performance. This PMO function leverages our proven

reporting platform to maintain and deliver compliant SLA reports for CenturyLink and

government use. Service Assurance monitors the full range of EIS SLAs, including TO-

specific SLAs, as defined in Management Response, Section 2.7.

The PMO Program Quality and Risk Management function is responsible for the

integrated management of quality and risk as described in the PMP, Sections 6.0 and

8.0. In accordance with CenturyLink best practices, this function leverages trend

analyses and PMBOK-derived risk management best practices to drive a continuous

improvement cycle that is SLA-performance focused. This same cycle is applied to all

subcontractor statements of work (SOWs) and agreements. As a result, CenturyLink’s

EIS operations are continuously assessing fulfillment of agency and GSA performance

requirements; this is a central organizing principle of our EIS PMO.

The EIS PM will conduct a monthly program status review with the Service

Assurance Manager, Program Quality and Risk Management lead, and responsible TO

PMs. This review will focus on contract performance from both the risk management

and SLA perspectives, including definition of required action plans to correct negative

SLA trends or results. It will provide a baseline for the development of the quarterly

program status report (RFP Section F.2.1, CDRL 81) prepared for the GSA CO.

The same members of our PMO leadership team participate in the risk management

operating processes, as described in the PMP, Section 8.0, for both the EIS program

tier and Federal Business Unit operational tier. Under CenturyLink’s approach, continual

integrated reviews of reported SLAs and program risks drive continuous improvement of

program performance. CenturyLink’s PM will monitor SLA compliance and resolve all

performance issues while maintaining transparency for GSA and agency stakeholders.

1.2.3 Resource Management (G.9.1)

The CenturyLink PMO is responsible for managing the CenturyLink EIS resources.

The resource plan, found in Section 5.0 of the PMP, provides an in-depth discussion of

CenturyLink’s management approach to financial, human, and equipment resources.




22 March 31, 2017November 4, 2016


The PMO will leverage CenturyLink’s highly defined human resources management

processes, ensuring that we hire fully qualified staff members; provide a robust benefits

program and fair market compensation to encourage retention of the most skilled and

productive employees; require continuous corporate and professional training; and offer

developmental training opportunities for our employees to grow within the company.

The PMO will engage the CenturyLink procurement and corporate supply chain

management functions for the planning, ordering, tracking, staging, delivery,

maintenance, and disposition of hardware and software assets. Each working group will

perform specific functions to plan, forecast, purchase, and recover assets for the EIS

program. The team will maintain quality control over all of CenturyLink’s property

records, facilitate regular physical inventories, and ensure discrepancies are addressed.

CenturyLink will conduct asset dispositions and maintain supporting documentation for

audit purposes. The supply chain risk management (SCRM) plan is found in

Management Volume, 3. SCRM Plan.

The CenturyLink PMO’s financial control team will maintain and track the financial

status of all projects within the EIS program. The team will prepare all required financial

reports, including monthly financial status reports. They will access our sales/account

management systems and will report on data elements, including newly awarded EIS

service business, new/prospective business information lists, new order information

lists, opportunity pipelines snapshots, and expected changes impacting revenue. Our

PMO will submit a monthly financial status report to the GSA PMO and CO. A format of

this report is in Management Volume, 7. Financial Management Report.

1.2.4 Revenue Management (G.9.1)

CenturyLink’s corporate finance organization provides finance personnel, funding,

and system and transactional accounting resources support to all CenturyLink legal

entities. For CenturyLink’s Federal Business Unit, the Financial Control function

manages cost, budgeting, and tracking of federal contracts through its FAR/CAS

compliant ERP system. Financial Control is matrixed to the TO managers when highly

specialized and complex solutions are designed and implemented under TO unique




23 March 31, 2017November 4, 2016


CLINs (TUCs). Financial Control provides basis of estimate, risk assumptions, and cost

analysis on all TOs to ensure accurate and competitive pricing of customer solutions.

CenturyLink uses monthly expense analysis, cost monitoring, and system controls in

its financial and revenue management. Financial Control compares actual expenses

incurred and project forecasts with program management to ensure the total cost

forecast is in line with planned revenue and expenses. CenturyLink’s financial systems

are implemented to ensure that costs are properly allocated to projects, monitor funding

status, and compare to budget. Revenue management and the role of Financial Control

is discussed in more detail in the PMP, Section 5.1.

1.2.5 Reporting and Reviews (G.9.1, G.9.6; C.4.5)

The primary reports that provide information on contract performance and financial

status and management capabilities are summarized below. All required information is

formatted in Microsoft or other mutually agreed-upon format and through the Internet,

email, or telephone.

Quarterly Program Status Report (F.2.1, CDRL 81; G.9.6.1): In close alignment

with our counterparts at GSA, the CenturyLink PMO will prepare and lead quarterly

program reviews and deliver timely and accurate reporting as required in RFP Section

G.9.6.1.

The program status report includes:

Status of project plans for program management activities: summary of

completed milestones and accomplishments, project plan schedule changes,

missed or delayed milestones, risks and issues, and project plan projections

Overall program summary: status of the contract and all TO projects, including

modifications, orders entered and completed, backlog and aging of orders, and

order pipeline

Summary of trouble reports: includes the number of trouble tickets opened and

resolved and resolution times for all tickets

Current risk assessment, mitigation strategies, and issues and resolution




24 March 31, 2017November 4, 2016


Root cause analysis, if necessary: includes identification of measures for failing

SLAs, root cause of the failure, and corrective action to remedy

Identification of technical accomplishments and plans

Financial Status Report (F.2.1, CDRL 80; G.9.5): Delivered monthly, the financial

status report shows the total dollar activity for the month, defined by the service types

and services found in RFP Table B.1.2.1.1, including total billed charges for all EIS

customers and the remaining unspent dollars under the maximum contract dollar

limitation. CenturyLink will update the list of service types and services with proposals

for new or improved services, or when a contract action deletes services from the list. A

format of the financial management report is part of Management Volume, 7. Financial

Management Report.

CenturyLink will provide all the required reports and reviews identified in RFP

Section F. Services providing the required information will meet the relevant provisions

of Section 508, Subparts B, C, and D or an equivalent facilitation.

1.2.6 Transition Management Approach

CenturyLink has a strong transition knowledge base gained from the wide variety of

contract and network transitions we have executed for federal customers. Based on our

transition lessons learned from the most simple to the most complex program

migrations, and as described in detail in the PMP, Section 4.0, we will apply two distinct

transition approaches for EIS:

Our dedicated EIS contract transition team (ECTT) will have responsibility for

managing the current Networx and GSA regional contracts as they migrate to

EIS. This team reports directly to Mr. Montgomery.

EIS customer transitions of telecom and IT services at the TO level: The EIS TO

transition (ETOT) team functions are EIS customer-aligned. Each ETOT will

report to a TO PM with successful experience managing civilian, DoD, and

special programs. The line-of-business TO PMs report to Mr. Montgomery for all

EIS program activities.




25 March 31, 2017November 4, 2016


CenturyLink TO transition planning is based

on comprehensive EIS customer configuration

management data and the functional

requirements for service continuity or service

evolution. Change control, effective

communications with EIS customer communities

of interest, and efficient task and dependency

planning and execution are key enablers for

transition success. Transition planning tasks and

dependencies differ between telecommunications

transport services and cloud- or collocation-

based services. CenturyLink has successfully

implemented and managed both service types.

CenturyLink applies proven structured migration processes to support transition of

services. For example, we use pilot site implementations prior to full-scale deployment

for complex transport service transitions, as well as when migrating services to new

technologies. When pilot sites are operable and the EIS customer can observe and

validate service changes, we then structure service transitions using phased models

based on network topology and traffic communities of interest. In all cases, ETOTs

maintain comprehensive communications to ensure that site-level coordination with EIS

customer representatives is effective.

1.2.7 Integrated Risk Management Methodology (G.9.4(8))

CenturyLink’s approach to managing risk, described fully in Section 8.0 of the PMP,

is structured to detect potential problems before detrimental impacts occur. This

approach ensures a smooth progression of work under development without affecting

planned schedules. To effectively mitigate risk, CenturyLink uses the iterative and

continuous risk assessment management (RAM) process, shown in Figure 1.2.7-1,

which has been successfully applied on past and current contracts. To detect issues of

concern, personnel with relevant experience and program-specific knowledge assist in

Customer-Focused Transition

Management

“…convey my appreciation for the excellent

service you and your team have been

providing us since the time CenturyLink was

awarded multiple contracts by the FCC. Your

team has tremendously optimized the process

of the circuit installation and migration for us

so that minimal work is required on our

end…We really appreciate the great service

CenturyLink is providing us, and are very

confident that we will continue to receive the

same level of support in future.”

— Kunal Thakkar

Lead Network Engineer AAC/FCC




26 March 31, 2017November 4, 2016


identifying potential problems. Reducing and mitigating potential risks in advance

enables successful EIS customer transitions.

Figure 1.2.7-1. CenturyLink’s Risk Assessment Management (RAM) Process

Unidentified or uncontrolled risks increase program costs, create schedule delays,

and potentially impact the EIS customer mission. Our approach enables flexible EIS

customer focus; active management of risks and lessons learned on individual TOs;

effective EIS program-level and cross-TO risk management; and ongoing identification

and mitigation of cross-program issues.

CenturyLink manages federal programs using an integrated three-tiered risk

management approach:

TO tier: agency-specific services including transition and TO operational risk

management and risk register

EIS tier: program-level risk management and risk register

Federal Business Unit operational tier: end-to-end federal program risk

management.

At CenturyLink, risk identification, assessment, management, and control are

applied during the proposal planning and service design process. Table 1.2.7-1 shows

identified EIS program risks and the planned CenturyLink mitigations.




27 March 31, 2017November 4, 2016


Table 1.2.7-1. Identified Risks and Mitigations

Risk 1: Inadequate EIS PMO staff size and experience; Inadequate Transition PM capacity

Category: Organization Objective: Quality Threat/Opportunity: Threat

Cause: Assigned staff for EIS not fully experienced with GSA network services programs.

Effect: Reduced operational effectiveness that impacts service continuity and slows EIS customer transitions.

Response Actions: MITIGATE

1) CenturyLink has assigned our experienced Networx PM as the EIS PM.

2) We have applied Networx volume-based resource requirements with adjustments for EIS-process evolution (e.g.,

based on the EIS catalog and TO unique CLINs (TUCs) to define PMO staff requirements.

3) A new position for a CenturyLink Networx Deputy PM during 2016 is funded; this PM will take on responsibility

for Networx to gain GSA experience, and later transition to support of EIS.

4) Our EIS transition staffing support model is based on demand-driven ramp-up and ramp-down to provide full

capacity for EIS customer requirements baselined on existing program staff supporting those customers today.

Risk 2: Customer not ready to transform to new EIS offerings

Category: Project Management Objective: Cost Threat/Opportunity: Threat

Cause: Technology upgrade delays due to restricted agency funding (e.g., color of money).

Effect: Agencies stay on legacy services and forgo the cost savings and efficiencies gained by new

technologies.


1) Create attractive bundles that enable agencies to realize necessary returns on investment as they move to new

technologies.

2) CenturyLink will continually assess service mix enhancements.

3) Account team provides technical support and direct consultative support to agencies regarding service evolution

approaches.

4) Marketing incentives for EIS customers to transition off of older technologies.




28 March 31, 2017November 4, 2016


Risk 3: Quality impacts from lack of adequate EIS program to task order alignment

Category: Project Management Objective: Quality Threat/Opportunity: Threat

Cause: Inconsistent management methods and tools at EIS IDIQ and TO levels.

Effect: EIS customer frustration during transition


1) EIS customer service quality and consistency improved through:

Improved operational efficiency, quality, and consistency for GSA and agencies.

Vertical integration of risk management plan (see PMP, Section 8.0).

Standardization of CDRL/communications SharePoint portals for government users.

Cross-program risk management working sessions.

Application of common reporting templates and CDRL management methods based on EIS customer

requirements.

Risk 4: TASK ORDER TRANSITION: Aggressive schedules

Category: Project Management Objective: Schedule Threat/Opportunity: Threat

Cause: Aggresive schedules that reflect EIS customer priorities, seasonal/cyclical activities, and resource

constraints

Effect: EIS customer transition objectives not met and additional costs incurred.


1) CenturyLink develops customer-specific transition schedules in full compliance with TO requirements.

2) Our PMs work closely with EIS customer transition managers to manage "living plans" that are adjusted for

evolving EIS customer priorities, resources, availability, and other objectives.

3) An agency level transition plan (ALTP) is prepared with input from all key stakeholders.

Risk 5: TASK ORDER TRANSITION: Maintaining adequate staffing or surge requirements


Cause: Failure to adequately plan for the activities to support the transition



1) CenturyLink uses a force-to-load model to forecast required staffing for the resource plans for both the ETOT-

(TO) and ECTT- (Contract) level transition plans. A critical component of ALTPs and transition project plans,

resource plans will be reviewed and approved by all stakeholders before project start.

2) The scale of CenturyLink resources enables flexible, on-demand corporate reach-back.

3) CenturyLink has implemented a set of EIS staff augmentation subcontracts for temporary surge support

4) Coordination with the GSA transition control team (including the Connections II support contractor) regarding

assistance to agencies.




29 March 31, 2017November 4, 2016


Risk 6: TASK ORDER TRANSITION: Implementation delays due to unforeseen construction

requirements

Category: Construction Objective: Cost Threat/Opportunity: Threat

Cause: Unidentified utility right-of-way (ROW); permit expirations or delays;

unexpected geotechnical delays - manmade or natural construction obstructions.



1) Contingency plans with construction contractors.

2) TO PM reviews planning for all permits and identification of permit requirements.

3) Applies PPM methods to reduce risk by implementing temporary solutions (e.g., through service implementation

using OC-3 access while awaiting a 10G Ethernet install by a local access provider).

Risk 7: TASK ORDER TRANSITION: Site access coordination

Category: Organization Objective: Schedule Threat/Opportunity: Threat

Cause: Inadequate customer resources at sites to enable transition



1) Early planning of transition dependencies includes collection of site contact data and coordination of planning

schedules with EIS customer site-level POCs.

2) Escalation to OCO to engage necessary management assistance.

Risk 8: TASK ORDER TRANSITION: Inaccurate site configuration information

Category: Reference Data Objective: Cost Threat/Opportunity: Threat

Cause: Lack of current physical inventory



1) CenturyLink will proactively include site surveys in its transition plans to validate and document configurations

whenever possible, in compliance with EIS customer requirements.

2) We will analyze all available information (e.g., EIS customer-provided database(s) and engineering data, design

requirements, incumbent feedback, and Networx inventory reports)

3) CenturyLink will use results to prepare detailed site surveys, pre-populating site-survey checklists as possible to

facilitate data collection, and verification with government contacts.




30 March 31, 2017November 4, 2016


Risk 9: TASK ORDER TRANSITION: Schedule change management coordination


Cause: Failure to coordinate change with EIS customer network manager(s), local exchange carrier (LEC(s)),

and incumbent exchange carrier (IXC(s)).



1) Maintain a schedule of upcoming change management activities and coordinate with EIS customer and other

carriers to ensure these activities do not impact the schedule.

2) Change management includes coordinated review of upcoming activities, schedule amendments, and site-level

fallback plans that provide focus on alternate sites or circuits to mitigate schedule delays.

3) CenturyLink’s change management process will evaluate the requested change impact on the transition baseline

schedule, cost, and scope. For changes that affect the baseline plan, CenturyLink will submit a revised plan for

approval.

4) For changes that impact cost, CenturyLink may request a revised purchase order or TO.

Risk 10: TASK ORDER TRANSITION: Transition Delay

Category: Project Management Objective: Scope Threat/Opportunity: Threat

Cause: Lack of coordination with agency business operations.



1) CenturyLink conducts transitions after business hours or during scheduled maintenance windows.

2) Perform detailed planning, coordination and communication with site POCs prior to site transitions.

3) Send a transition action notice to agency representatives prior to the scheduled transition, and a transition go/no-

go notice 24 hours before the scheduled transition.

4) Alerts ensure EIS customers are aware, can plan for service cutovers, and are engaged in plan adjustments.

1.3 PERFORMANCE MEASUREMENT AND CONTRACT COMPLIANCE (G.9.2)

CenturyLink’s key measurement systems, reporting, data analysis techniques, and

change management will accurately measure compliance with SLAs. This supports

change management and EIS customer service enhancements over the life of the

contract. CenturyLink will ensure billing and deliverable timeliness and accuracy.

Managing CenturyLink and subcontractor compliance with SLAs is the responsibility

of the PMO Service Assurance function. With our experienced personnel and proven

and established processes and tools, CenturyLink stands ready to provide data that




31 March 31, 2017November 4, 2016


support our commitment to the high-quality service the government requires under the

EIS program. SLAs are addressed in Management Response, Section 2.7.

1.4 AGENCY-SPECIFIC PLANNING (C.3.2.3)

The EIS contract is the CenturyLink sales and marketing team’s top priority.

CenturyLink understands GSA’s mission for the program and will be active in the

promotion of its value to government agencies. We are committed to promoting EIS as

the telecommunications and IT services vehicle of choice to new and existing GSA

customers. Properly positioning EIS with agencies that have moved away from GSA

contracts will result in their return because of the increased value offered by EIS in the

array of services, solutions, and support.

CenturyLink EIS account teams, shown in Figure 1.4-1, are comprised of

experienced, tenured managers who understand agency mission objectives; specific

agency enterprise architecture, and agency budget allocations and priorities for their IT

and telecommunications requirements. CenturyLink account teams will take a

consultative approach as they work with agencies to recommend services that best

support mission objectives. The account teams are experienced in working with all

decision makers, from the agency’s C-suite executives (e.g., Chief Information Officer

(CIO) and Chief Financial Officer (CFO)) to the IT/telecommunications branch

managers and analysts.

CenturyLink EIS account teams will be dedicated to an agency or sub-agency,

providing comprehensive experience pertaining to presales planning through transition,

implementation, and maintenance. Our account teams will work with customers to

understand their specific requirements, implement services per the defined schedule,

and provide ongoing customer support. The CenturyLink account teams will interact

directly with the CenturyLink PMO and internal support organizations to better serve

agencies. CenturyLink’s EIS account teams comprised of over 50 personnel will interact

daily with agency personnel and CenturyLink support organizations.




33 March 31, 2017November 4, 2017


Account teams are dedicated to specific agencies, and they have well established

relationships within each agency. Therefore, our teams are highly knowledgeable about

an agency’s mission objectives, enterprise architecture, budget priorities, and service

needs. The account managers have access to the resources, tools, and information

needed to assist GSA and agencies in making the best possible EIS decisions to meet

their mission objectives. As part of CenturyLink’s approach, training courses will be

advertised to agency users through our account teams and as part of our presence at

user forums, conferences, and other agency meetings.

In addition to our current sales and marketing professionals, and those already in the

recruitment pipeline, we are flexible enough to increase our sales and marketing staff,

through new hires or transfers from within CenturyLink. This is a market-driven program,

and we have the ability and willingness to quickly expand our sales and marketing staff

to meet agency requirements.

In the toolkit of resources that makes it possible for CenturyLink to understand

agency evolving needs are a team of senior consultants who have held leadership roles

in government. These consultants add to our understanding of customer needs and

provide us the kind of coaching necessary to ensure our preparedness to support

evolving requirements.

CenturyLink is an active member of and participant in the American Council of

Technology/Industry Advisory Council (ACT/IAC), the Armed Forces Communications

and Electronics Association (AFCEA), the Independent Telecommunications Pioneer

Association (ITPA), and the Intelligence and National Security Alliance (INSA). In each

of these, we have held or currently hold senior leadership positions. ACT/IAC has been

instrumental in enabling collaboration for EIS and as an EIS contractor, this participation

by CenturyLink with other industry participants will continue unabated.




34 March 31, 2017November 4, 2017


1.5 COORDINATION AND COMMUNICATION (G.9.3)

CenturyLink will facilitate clear and open communication with GSA and agencies to achieve a

collaborative provider-government relationship. Our goal is to provide outstanding service. We have

developed a model to structure and plan for the advantages and challenges of evolving technology. We

will establish proactive communication with all levels of GSA management to support EIS customer

requirements and future planning.

The focus of CenturyLink’s communications strategy is the simple and powerful

model we use today for GSA and will use for EIS customers: effective program

management requires fully collaborative transparency. Mr. Montgomery will ensure EIS

lines of communication are established at all levels of the organization for effective

communication with GSA, agencies, EIS customers, other incumbent contractors, and

within CenturyLink and our EIS subcontractors.

CenturyLink’s communication strategy builds on our success managing

communications on both Networx contracts and is a differentiator for success on the

EIS program. We conduct communication activities such as using our lessons learned

feedback loop, responding to customer issues, and planning for changes in government

needs over the life of our contracts. Our outreach enables us to proactively manage

user expectations; raise program awareness; promote program understanding,

involvement, and feedback; and foster broad acceptance and support for a strong

CenturyLink-government partnership.

1.5.1 Senior-Level Communications (G.9.1)

CenturyLink’s Senior VP and GM, Tim Meehan, is the CenturyLink officer

responsible for the growth and management of all CenturyLink federal government

business. Mr. Meehan maintains relationships and ongoing communications with

government senior staff. This communication is critical during the competition for EIS

and will remain so during the Networx-to-CenturyLink EIS transition, the transition of the

GSA Regional contracts, and follow-on program TO transitions. It is essential to

providing each EIS customer with top-level service.

The CenturyLink EIS PM, Tyler Montgomery is the primary contact for daily

communication and coordination between and among GSA, CenturyLink, the EIS




35 March 31, 2017November 4, 2017


customers, subcontractors, and incumbent. He will maintain daily contact with the GSA

EIS PM and Technical Service Manager (TSM) Director and will engage as needed to

keep them apprised of EIS customer or TO-level issues that may require TSM support.

Mr. Montgomery is a direct operational report to Chuck Leinbach, Director Federal

Programs. Mr. Leinbach will maintain ongoing communication with the agencies’

technology services leaders and ensure that the transition of Networx, GSA Regional,

and other selected contracts to CenturyLink EIS will provide the expected results.

CenturyLink’s EIS Contracts Administration and Redactions Director, Audrey Hallett, will

maintain ongoing direct communication with the EIS customers to ensure that all

contract requirements are addressed.

1.5.2 Consistent and Effective Communication (G.9.3(1))

Upon TO award, the CenturyLink TO PM will hold an initial meeting of stakeholders

to discuss requirements, develop a timeline for delivery, determine if a technical risk

assessment is required, and assign responsibilities. The TO PMs will communicate with

the government, both contractually and technically, to address current requirements and

concerns at each phase of the TO such that both parties have appropriate assurances

for fulfillment.

The continued success of CenturyLink’s execution of major programs is based on

ongoing communication at the appropriate level. PMO staff communications will include

daily interaction with their assigned GSA OCOs and staff (including TSMs) to handle

routine tasks such as deliverables, billing inquiries, individual modifications, issues, and

proactive identification of issues. Figures 1.5.2-1 and 1.5.2-2 show the interface

between an EIS customer and CenturyLink TO PM and transition functions. Starting

with TO program kick-off, this communication is essential to achieving a smooth, low-

risk transition and program operation for the life of the program. Each EIS customer is

directly supported by a CenturyLink TO PM.




36 March 31, 2017November 4, 2017


Figure 1.5.2-1. Program-Level Communication

Figure 1.5.2-2. Communication during Transition

Day-to-day contract issues will be managed by direct contracting officer’s

representative/contracting officer’s technical representative (COR/COTR) or agency PM

contact with the CenturyLink TO PM. Regional agency OCOs will have ongoing, direct

support with their transition manager(s) during transition, as well as with CenturyLink’s

CSO for service-related inquiries including order status, billing, and reporting availability.

Figure 1.5.2-3 identifies the program customer service interfaces.

Figure 1.5.2-3. Communications related to lifecycle and service management




37 March 31, 2017November 4, 2017


CenturyLink will manage issue and trouble handling to put agency staff and OCOs

into contact with whomever can resolve issues on the first call as often as possible

Project-Level Communication

CenturyLink will perform resource analysis, coordinate with stakeholders, develop

site briefing packages, and develop schedules to ensure timely and effective project

task completion. The details in these items are consistent with the project-level

communications approach. Project-level communication includes:

Notification to site personnel for pending cutover and testing activities:

We notify each site in advance of the start date for cutover and testing activities.

The notification will include information in anticipation of site personnel questions.

Following initial notification, our representative will contact the site representative

to coordinate the details that will ensure the smooth flow of on-site activities.

Notification procedures for service use: Notification to site POCs of

procedures for using services whenever new service implementation involves

site visits. Where implementation does not require a site visit, such procedures

are posted on the CenturyLink website. This information is available through the

CSO web site or a provided POC telephone number.

Supporting site personnel to resolve end-user troubles during transition:

Prior to each site cutover, we establish site-specific mechanisms and processes

to support site personnel in the resolution of end-user troubles during transition.

Customer communication/education: Our project team uses multiple forms of

communication, including phone, email, the CenturyLink website, and face-to-

face meetings. Each PM is responsible to the site POCs for communicating the

transition schedule and distributing site briefing packages. Briefing packages

outline the solution and installation process for that site and provide information

to the site POCs on operations policies following transition. We provide training,

as described in Management Response, Section 2.8, to train GSA and agency

personnel on CenturyLink products and services.




38 March 31, 2017November 4, 2017


1.5.3 Customer Relationship (G.9.3(2), G.9.3(3))

During our performance on the Networx contracts, CenturyLink worked closely with

GSA and agency customers to deliver solutions. CenturyLink will effectively

communicate using the CSO and TO PMs to proactively plan and deliver services on a

consistent basis. The EIS web interfaces will allow authorized users global access to

relevant EIS information and access to POC information across functional areas of the

EIS program. The CenturyLink EIS homepage will serve as a conduit for daily status

pertaining to ongoing projects and other service delivery activities for the EIS

customers. The interfaces will allow authorized government representatives, using their

assigned personal login IDs and passwords, to: present service requests and service

orders, obtain billing status, verify accurate and current service inventories, create

trouble tickets, submit customer complaints, and initiate status requests.

In addition to the web interfaces, CenturyLink has reserved a global toll-free help-

desk number to give EIS customers access to

service support for a range of functions, including

billing, the account team, or other CenturyLink

organizations as necessary for the highest level

of customer service.

CenturyLink’s CSO will provide all customer

relationship management and technical support

required for EIS operations, including

management of communications with authorized

government representatives; managing troubles

and issues (including billing disputes and inquiries) to resolution; maintaining

coordination on schedules and CDRLs; and providing technical support for all EIS

services. The CSO communication flow is shown in Figure 1.5.3-1.

CenturyLink Networx Collaboration

CenturyLink worked with the Maryland

Procurement Office to meet their specific

needs for a customized Ethernet solution that

was not available through the standard

Networx CLIN set. In coordination with GSA,

CenturyLink worked to identify a CLIN solution

that would accommodate all the MPO

requirements (access, transport, and

management of a bundled solution) into one

comprehensive ICB solution.




39 March 31, 2017 November 4, 2016


Figure 1.5.3-1. CenturyLink’s CSO Communication Flow




40 March 31, 2017November 4, 2016


Our technical support expertise encompasses the entire service lifecycle, to include

support from conceptual development, through service ordering and provisioning, to

filling the order and ongoing service assurance support for the life of the contract. This

includes authorized customer access to CenturyLink’s dedicated sales engineers who

will be available to provide technical expertise in service design and order preparation,

as well as post-sales engineering support in the CSO Technical Support team that will

enable ongoing resolution of technical issues that may arise during normal operations.

CenturyLink’s CSO will provide access to these engineers who have decades of

experience supporting Federal Agencies; the engineers will assist EIS customers in

building and operating solutions that satisfy their technical requirements using our EIS

services. These CSO engineering contacts can provide advice on the capabilities

incorporated into service functions as well as notification of new services and features

that are available, planned, or newly added to the contract.

1.5.4 EIS PMO Questions and Issues (G.9.3(4))

The CSO has direct access to CenturyLink’s NOC and SOC for trouble management

issues. CSO Technical Support Service Managers will maintain awareness of

NOC/SOC trouble management activity and status and provide ongoing transparency

and overlay EIS customer support, including management escalations beyond the

normal ticket management process as required to meet EIS customer requirements.

Issues that have not been resolved satisfactorily through the trouble-handling process,

described in Management Response, Section 2.5, will be escalated by the Service

Manager for resolution. CenturyLink routinely updates the status of trouble tickets as

part of its quality control procedures to ensure that delayed tickets are managed

effectively to minimize service delays during performance and with full transparency for

our customers.

CenturyLink will answer questions and address issues from the EIS PMO regarding

network management activities, particularly those that have not been resolved to the

government's satisfaction through the standard trouble handling process as described in

RFP Section G.6.4.1.




41 March 31, 2017November 4, 2016


CenturyLink will encourage open communication to and from GSA and the EIS

customers we serve. We will provide all required CDRLs and routine reporting on all

activities, including the status of trouble tickets in the resolution process.

1.5.5 Government Escalation Procedures (G.9.3(5))

CenturyLink values being able to actively support GSA and EIS customers and is

committed to ensuring critical response and resolution. By providing internal and

external reporting, the CenturyLink PM and GSA will remain aware of service status.

Under our escalation process, customer affecting service issues are auto-escalated

internally based on problem severity and the time the ticket was opened. Internally,

CenturyLink routinely maintains established direct lines of communication from the TO

PMs to our EIS PM and applies CenturyLink’s risk management approach, described in

the PMP, Section 8.0, to ensure that issues of concern are efficiently managed to

resolution.

The escalation procedure for government customers is based on a simple and

effective tiered model. Government representatives will have direct access to all tiers of

the CenturyLink EIS CSO and PMO so that they can proactively escalate issues as

necessary. Government contacts must have the freedom to independently judge when

an issue should be escalated because only they can fully understand the mission

impacts of a particular trouble, outage, or issue. Table 1.5.5-1 provides a hierarchical

model that CenturyLink requests that EIS customers use as an escalation guide.

Contact information for all levels of this hierarchy will be available to all government

customers through the CenturyLink EIS web interface, as well as from CSO customer

service representatives (CSRs).




42 March 31, 2017November 4, 2016


Table 1.5.5-1. Government-Initiated Escalation Hierarchy

Government Issue and Dispute Escalation Hierarchy

Issue Type and Tier 1

Contact(s)

Tier 2

Contact

Tier 3

Contact

Tier 4

Contact

Tier 5

Contact

Accessible

Executive

Ordering Issues: CSR CSO Manager TO PM EIS PM Director Federal

Programs

SVP and General

Manager

Provisioning or Transition

Issues: TO PM

TO PM

Manager

n/a EIS PM Director Federal

Programs

SVP and General

Manager

Billing Disputes: CSR or

Billing

Billing

Manager

Service

Assurance

Manager

EIS PM Director Federal

Programs

SVP and General

Manager

Service Troubles/

Outages: NOC/SOC or

Help Desk Operator

Technical

Support

Service

Manager

Service

Assurance

Manager

EIS PM Director Federal

Programs

SVP and General

Manager

CenturyLink has an open door policy for escalation of issues to the contacts

presented in Management Response, Section 1.1, Table 1.1-2.

1.5.6 Coordination and Communication Capabilities (G.9.3(6))

CenturyLink’s EIS PMO will:

Support disaster recovery planning and execution

Resolve interoperability problems

Respond to escalation of service concerns

Participate in contract performance reviews and contract modification

negotiations

Perform basic network management function for SLA management

Resolve billing queries and reconciliation issues

Provide authorized users with information on customer requirements and

demographics

To support both public safety and NS/EP, CenturyLink will provide reliable and

responsive telecommunication/IT services as a key component of the U.S. national




43 March 31, 2017November 4, 2016


telecommunications infrastructure. CenturyLink has detailed its planned support of the

NS/EP requirements in Management Volume, 9. NS/EP Functional Requirements.

1.5.7 CenturyLink Points of Contact (G.9.3(7), G.9.3(8))

CenturyLink will, within 30 days of notice to proceed (NTP), provide a POC list of our

employees and at least two levels of management responsible for fulfilling the functions

required in RFP Section G.9.3(7). These POCs are identified in the CenturyLink EIS

organizational chart found in Management Response, Section 1.1, Figure 1.1-2.

Technicians who perform work at government sites will be identified in advance of any

work being performed.

CenturyLink will ensure that all of our EIS POCs have passed the requisite national

agency checks or background investigations and they hold the security clearance levels

as required per CenturyLink’s system security plan (SSP).

2.0 SUPPORT SYSTEMS (L.30.1)

CenturyLink is committed to providing exceptional support systems and processes to

the EIS contract. Our solution will apply the systems we currently use for our large

business customers, tailored to satisfy GSA’s requirements and meet TO users’ needs.

We will leverage our past performance delivering comprehensive support systems for

commercial customers, as well as federal customers using Networx and other contracts,

to deliver the next generation of user-friendly, compliant, and efficient support systems.

2.1 ORDERING (L.30.1(A); G.3.3; J.2.4.2.1, J.2.4.2.6)

CenturyLink is dedicated to providing GSA and EIS customers a secure, flexible ordering system that

ensures on-time performance and provisioning accuracy. The ordering process is designed to support

price quotes, ordering, and order tracking with direct and immediate access to reports and

acknowledgments.

CenturyLink’s core systems and applications are in place and actively used to

support our customers. Many of these systems have been in place for our commercial

customers for years and portions are being enhanced to provide the full set of

capabilities required by EIS in preparation for BSS testing.




44 March 31, 2017November 4, 2016


Standard Orders (J.2.4.2.1): Standard orders, including moves, adds, changes

(excluding administrative change orders), and disconnect orders, will follow the process

below (order updates are addressed in PMP, Section 2.1.3.2.2):

An SOA will be submitted within one business day of the government’s SO

For an invalid SO, CenturyLink will submit a SORN within five days of SO which

applies to the entire order.

For a valid SO, CenturyLink will submit an SOC within five days of SO.

If local access services are needed, an FOCN will be submitted with its FOC date

within one business day of receiving the FOC date from the local provider.

If local access services are not needed, an FOCN is submitted with an FOC date

NLT the earlier of: 1) five days after SOC, or 2) ten days before the FOC date.

Where the government issues a supplement SO, CenturyLink will submit an SOA in

response to the supplement SO within one business day. The Contractor Service

Request Number (CSRN) reported on such SOA will be the same as that reported on

the original order. If the supplement SO is invalid, CenturyLink will submit an SORN in

response within three days of the supplement. The CSRN will be the same as that

reported on the original order and the original order will be updated with the new data. If

any changes are required to data sets already submitted, CenturyLink will issue

updated notices.

CenturyLink will complete the provisioning of the original order with updated

information as described in the applicable order process:

RFP Section J.2.4.2.1 - Standard Orders

RFP Section J.2.4.2.2 - Telecommunications Service Priority Orders

RFP Section J.2.4.2.4 - Rapid Provisioning Orders

CenturyLink will continue our focus on the important characteristics of service

ordering: effective, accurate, and timely service delivery coupled with regular status

updates. EIS customers will benefit from our outstanding customer service and service

ordering expertise that has incorporated the Networx contracts’ lessons-learned. The

CenturyLink ordering systems, accessible through our website (CenturyLink has




45 March 31, 2017November 4, 2016


reserved a unique URL: WWW.GSAEIS.com), will be easy to use to meet EIS needs.

Ordering is discussed fully in PMP, Section 2.1.

2.2 BILLING (G.4; J.2.5.2)

Efficient billing processes that work well and minimize billing disputes is key to

customer satisfaction. CenturyLink’s process has been developed with customers in the

Federal Government and can be tailored to meet unique customer needs. The goal is to

make it easy for the customer to verify and pay the right amount in a timely manner.

After a service has been installed and successfully tested, the service order (SO)

management system issues a SO completion notice (SOCN) to GSA and the EIS

customer. If the government does not respond to the SOCN within three days, the

effective billing date will be the completion date identified on the SOCN. The service will

be ended through a disconnect order submitted by the customer.

Billing periods are in calendar days from the first day of the month through the last

day of that month, with prorated bills calculated when service initiations, changes, or

disconnects occur, resulting in partial month billing cycles. Throughout the life of a

service, CenturyLink will provide GSA and EIS customers with billing invoices and data

for the month preceding the billing cycle.

CenturyLink will submit billing deliverables directly to the customer as described in

RFP Section J.2.5.2, using a TO billing level that matches the customer billing level and

where each deliverable covers only a single TO unless the TO specifies another billing

level.

The CenturyLink billing system supports direct billing, as well as management of

billing disputes, and adjustments. An agency will select direct billing, where CenturyLink

will invoice an agency directly for all charges and be paid by the agency. CenturyLink’s

processes are illustrated in Figure 2.2-1

Our billing systems and processes are described in PMP, Section 2.2, which

addresses our billing dispute and adjustment process and explains how CenturyLink

exchanges information on a service-by-service basis.




46 March 31, 2017November 4, 2016


Figure 2.2-1. CenturyLink’s EIS Billing Process

2.3 BUSINESS SUPPORT SYSTEMS (L.30.1 (1A))

CenturyLink is proud of our performance in the delivery of integrated support system

solutions. We successfully developed and implemented the Networx business support

systems to meet the contract requirements, becoming the first Networx contractor to

complete BSS verification testing and secure authorization to operate (ATO).

An overview of the BSS is provided in Figure 2.3-1. The fully compliant CenturyLink

EIS systems solution is further detailed in PMP, Section 9.0.




48 March 31, 2017November 4, 2016


Demonstrate CenturyLink’s ability to execute the BSS verification test activities to

confirm operational functionality and security, and ensure assessment and

authorization (A&A) is granted within the timelines defined in the BSS

development plan

Describe, in business and technical terms, CenturyLink’s BSS solution and how

our approach for delivery of this solution will meet EIS requirements

Outline functions CenturyLink’s BSS solution will support and additional

capabilities and benefits it will provide

Describe our ability to meet requirements for direct data exchange between

CenturyLink’s BSS and GSA’s Conexus system for business-to-government

(B2G) and government-to-business (G2B) data interaction

Describe our accessibility capabilities for meeting electronic and information

technology (EIT) that fully comply with Section 508 of the Rehabilitation Act of

1973, per the 1998 Amendments

Describe our ability to comply with the BSS accessibility requirements defined in

RFP Section G.5.3.1.3

Overview of Customer Access Capabilities

CenturyLink will provide web-based access, described in PMP, Section 9.2.1, to our

support systems through a publicly available web interface page as well as a web

interface available only to authorized and authenticated users. The public page will

provide information on CenturyLink EIS solutions, including training courses, service

catalogs, POCs, access requests, and the redacted contract. Prior to selecting

CenturyLink, EIS customers can prepare for the fair opportunity process by accessing

information about our EIS products and services.

CenturyLink, the OCO, CORs, or GSA representatives will be able to coordinate a

customer account setup and define role based access control (RBAC) to the

CenturyLink authenticated web interface. Through this web interface authorized users

may submit service orders, view the pricing catalog, submit and check status of trouble




49 March 31, 2017November 4, 2016


tickets, access inventory data, and manage billing and payments as required in RFP

Section G.5.3.1.1.

Order Submission

Authorized GSA customer representatives and agency ordering authorities will be

able to access the system to submit SOs against awarded TOs through our user-

friendly and secure self-service web interfaces. These web interfaces are designed to

support order submission and tracking with direct access to ordering notifications. In

addition, direct orders can be initiated by contacting a CenturyLink CSR.

Pricing Catalog

CenturyLink will provide a pricing catalog including features and pricing for the

services listed in RFP Section B.1.3.1 that we offer.

Trouble Ticketing

An EIS authorized user may submit complaint or trouble tickets to CenturyLink’s

trouble ticketing system through a secure web interface. As described in Management

Response, Section 2.5, the trouble ticket system enables the user to query and view the

status of trouble or complaint tickets and other details related to ticket closure and/or

resolution.

Inventory Management

A secure web interface will be available for EIS users to access inventory data,

perform queries, and obtain reports for use in periodic downloads for audits, billing

verification, and other contract management purposes.

Billing and Payment Management

CenturyLink’s centralized web interface will enable authorized users to access billing

invoices, review billing adjustments data, view payment history, and submit billing

disputes. A complete description of the billing process is described in PMP, Section 2.2.

Direct Data Exchange

CenturyLink will provide direct data exchange with the GSA Conexus system as

required in RFP Section G.5.3.2, with payloads conforming to the data elements

described in the appropriate CDRLs. The data will be exchanged through the requisite




50 March 31, 2017November 4, 2016


protocols (secure hypertext transfer protocol (HTTPS) Web Services, secure file

transfer protocol (SFTP)) as defined. The data content will be delivered in the formats

specified in RFP Section J.2.9.2.

2.4 CUSTOMER SUPPORT OFFICE AND TECHNICAL SUPPORT (L.30.1 (1A);

C.1.8.9; G.6)

CenturyLink will provide user-friendly and efficient customer service from our CSO.

The CSO provides assistance for service requests (pre-order), service ordering,

provisioning and service activation, operational support, billing, trouble tickets, training,

and other customer service inquiries. CenturyLink supports all required CSO contact

methods, including web-based access, email, and automated telephonic voice ACD to

ensure we provide EIS customers with the right support at the right time. The

CenturyLink EIS CSO will be overseen by a dedicated Service Assurance Manager who

reports directly to the EIS PM. This manager leads a group of highly experienced

customer service resources with the full range of skills required to meet EIS

requirements. Within CenturyLink’s EIS CSO, CSRs are the primary interface for GSA,

the agencies, and other contract users. The entire matrixed CSR team, including

multiple levels of specialists, will be directly accountable to the EIS Service Assurance

Manager for EIS issues.

2.4.1 Service Assurance (G.6, G.9.2)

CenturyLink’s commitment to customer support drives a corporate commitment to

deliver and maintain high levels of customer satisfaction and quality. To accomplish this,

CenturyLink has designed a CSO focused on addressing a variety of inquiries.

Organizationally, the CSO falls under the direction of our Service Assurance Manager,

who reports directly to our EIS PM. This manager provides oversight for the entire

scope of service assurance functions, including service level management reporting,

CDRL delivery, and technical support functions for the EIS program.

Because our senior CSRs are organized by line of business, their depth of expertise

enables them to focus on customer outcomes as their first priority. This stands in stark




51 March 31, 2017November 4, 2016


contrast to the “one-size-fits-all” approach that is so common among other service

providers and frustrating to agency OCOs and PMs.

2.4.2 Customer Support Office (G.6.1, G.6.2)

The CenturyLink EIS CSO is the primary service interface between CenturyLink and

government entities using the EIS contract. The CSO supports all EIS sales and service

planning as well as implementation activities with the government, including training,

technical support, product and service advice, order tracking, and assistance with timely

resolution of troubles. The PMO Service Assurance Manager supports the CSO from a

management level to ensure that the coordination and communication between

management and technical personnel is consistent and effective. This approach

provides oversight as a means to escalate issues to the proper levels of management

and prompt resolution of disputes and issues. The CenturyLink CSO is designed to

leverage the assets of our entire corporation to provide the level of service expected by

the government; it will be fully operational within 30 days after NTP.

With more than 43,000 employees worldwide, CenturyLink provides a fully compliant

range of services and support required for EIS program success. We have established

an integrated organizational support model with support systems focused on meeting

EIS customer needs. Our CSO will serve as the government’s customer service hub for

daily operations, including service ordering and implementation activities. Table 2.4.2-1

provides a brief overview of our EIS CSO capabilities.

Table 2.4.2-1. CSO Capabilities

CSO Operations

General Inquiries Administrative and operational procedures

Points of contact

User forum information

Escalations

Service Information,

Inquiries, and Orders

Response to inquiries from government EIS customers regarding services available

through EIS

CSR support for requirements and planning

Order placement




52 March 31, 2017November 4, 2016


CSO Operations

Billing Inquiries and

Dispute Status

Response to and resolution of inquiries and disputes

CSR support for billing reconciliation

Training Provide information on available training

Provide guidance and assistance with registration

Register personnel for training

Technical Support CSRs support TOs for EIS customers and the direct program and task management

of the PMO

Answer questions, advise users, support planning, and assist contractors,

technicians, or EIS customers in timely resolution of issues

Notify users of new service features and capabilities

Provide support for service ordering and tracking

Provide support for service and EIS customer applications

Provide support for information systems applications

Provide referrals as needed to the Engineering resources (Sales and post-sale

Service Management) of the Technical Support function

Trouble and Complaint

Handling

Resolve issues and complaints

Tier 1 agent initiates diagnostics and restores service

Tier 1 agent escalates trouble tickets to Tier 2/3 subject matter experts (SMEs), as

needed

The CenturyLink CSO’s CSR team is structured to ensure smooth implementation,

delivery, provisioning, and ongoing support of EIS services to address EIS customer

needs as shown in Figure 2.4.2-1.




54 March 31, 2017November 4, 2016


aligned by line-of-business. These Senior CSRs have decades of customer service

experience and have built a deep understanding of the particular needs of the EIS

customers they support. This alignment and experience enables our professionals to

tailor solutions to better support agency mission requirements.

The line-of-business alignment of the Senior CSR team is designed to build

professional relationships between our CSRs and their EIS customers. Our Senior

CSRs have full knowledge of the end-to-end support requirements for service requests,

service ordering, service provisioning and activation, operational support, billing, trouble

handling, training, and customer service. CenturyLink will apply our evolving, time-

tested and proven tools, people, and industry knowledge to provide excellent customer

service. CenturyLink’s technically skilled, qualified employees have accountability for

the value and services CenturyLink provides to GSA and all EIS customers.

All CSRs will be provided with a suite of documented EIS M&Ps and reference

materials to facilitate effective support. They will provide contact information and

facilitate coordinated referrals to CSO functional support areas as required. They will

respond to all general EIS inquiries for information; our M&Ps will ensure that they

respond to inquiries using the same method through which the user accessed the CSO,

unless otherwise specified by the user. CenturyLink’s CSO professionals will assist

customers with sales, configuration of services, and transition activities, as discussed in

PMP, Section 4.3. They will assist users in identifying training classes, registering for

classes, and confirming ordered training.

CenturyLink uses current industry standards and practices to ensure that the level of

service and satisfaction meets or exceeds GSA’s stringent contract SLAs. The

CenturyLink EIS Service Assurance Manager is responsible for day-to-day oversight

and validation that CenturyLink fulfills applicable SLAs. The PMO’s Program Quality and

Risk Management lead will perform ongoing assessment of related trends and risks to

enable continuous improvement for customer service. SLAs for CSO Operations will be

managed by the PMO using the quality assurance/quality control (QA/QC) methods,

tools, and techniques discussed in PMP, Section 6.0. These methods, tools, and

techniques qualitatively and quantitatively analyze our customer service performance




55 March 31, 2017November 4, 2016


across a number of defined areas. These areas include one-call resolution; mean time

to repair; speed of answer; percentage of customers whose overall satisfaction with

CenturyLink is rated excellent; and completed order and inquiry results, as well as other

performance parameters defined at the contract and TO level. Results are used to

evaluate performance against monthly goals and to develop action plans to chart

improvements.

The CSO’s structure efficiently integrates access to customer support, technical

support, billing, and service ordering resources under a single umbrella to offer EIS

customers the convenience of a single POC. CenturyLink’s CSRs are available to users

not only to provide full lifecycle support from service planning to billing reconciliation, but

to also provide technical support to EIS customers and the PMO regarding the planning,

user capabilities, new services, order and support tracking, and inventory management

services we deliver to the government.

EIS technical support that requires engineering is provided by a CSO team that is

accountable to the Service Assurance Manager as shown in Figure 2.4.2-2. Our Sales

Engineers are line-of-business aligned so that they can focus on unique agency

requirements. Our engineers and CSRs operate as collaborative teams with agency

focus and in combination with the TO PMs and sales professionals operate when

required as integrated agency-centric account teams. The Sales Engineers’ primary

responsibilities include direct agency engineering support for service planning and

service design and technical support for TO responses. The Post-Sale Engineering and

Service Management function provides full lifecycle support, from service activation to

ongoing operations. These engineers actively collaborate with the Trouble Ticket

Management (NOC and SOC) functions to ensure that engineering issues are efficiently

resolved during service activation and ongoing operations.

As shown above in Figure 1.5.3-1 (CenturyLink’s CSO communications flow) the

CSO will be globally-accessible for EIS customers using a toll-free hotline, a universal

international free phone number (UIFN), and CenturyLink’s international toll-free

service, with intelligent ACD routing to CSO functions, as well as by email.

CenturyLink’s CSO will be accessible using all required collaborative tools and modes




56 March 31, 2017November 4, 2016


of communication including Telecommunications Device for the Deaf (TDD).

CenturyLink’s EIS website will include hotlinks to email contacts by subject area and

role, as well as direct access to current contact information for all personnel supporting

involved government entities.

Figure 2.4.2-2. Customer Service Technical Support

CenturyLink is fully prepared to respond to the global requirements of the EIS

program with an established international presence through CenturyLink-owned

facilities and assets. CenturyLink’s global internet backbone circumnavigates the globe

and delivers a portfolio of applications that benefit EIS customers through our ability to

deliver speed and reliability. This presence assures GSA that EIS services support is

available globally to its diverse user community, offering robust global

telecommunications solutions. In addition to our CSO call center location in Bristol,

Tennessee, CenturyLink CSO personnel, including Senior CSRs and Engineers, are




58 March 31, 2017November 4, 2016


status on the progress and corrective action taken to resolve a trouble on the EIS web

interface or by manual updates.

Figure 2.5-1. CenturyLink’s Trouble Handling Process

When a trouble is identified, CenturyLink will use the following process to ensure

that the troubles are resolved within the timeframes specified in RFP Section G.8

The first available support is Tier 0, where the EIS customer, through self-service,

can choose from a variety of options (e.g., visit the frequently asked questions (FAQs),

execute the tool help functions, or explore end user instruction/training). The Tier 0 goal

is to allow EIS customers to resolve common incidents on their own.




59 March 31, 2017November 4, 2016


CenturyLink is committed to continually improving our Tier 0 support performance

and will work with GSA and the EIS customer with a feed-back loop to upgrade the Tier

0 process. Actions to improve Tier 0 support include posting solutions in a website

FAQs page, ensuring that the FAQs can be easily navigated by end users to identify an

appropriate solution, and directing EIS customers to check the FAQs page prior to

contacting CenturyLink’s or the supplier’s help desk.

If the EIS customer is unable to resolve an issue or is not in a position to access Tier

0 support, a call or email can be made to CenturyLink EIS Tier 1, which is available

24/7/365 to provide active operational support to the EIS customer for network

surveillance and performance management functions. Customers may reach Tier 1

through direct access web links, our ACD, or be referred by a CSR. When calling, the

EIS customer should be able to provide our trouble ticket management Tier 1 Support

Specialist with the detailed description of the problem and the following information:

Unique reporting number

Pertinent information including a narrative relating to the description of the

trouble and complaint

Points of contact

Access requirements

Service type

Other required data fields

CenturyLink Tier 1 support is the initial support level responsible for basic customer

issues. The Tier 1 Support Specialist first gathers customer information, determines the

issue, and opens a repair ticket. The specialist analyzes the symptoms to identify the

underlying problem and avoid time wasted on “attempting to solve a symptom instead of

a problem.” Once the underlying problem is identified, the Support Specialist can begin

sorting through the possible solutions. The Tier 1 Support Specialist typically handles

problems with limited complexity and is supported by a knowledge management tool.

Support Specialist activities includes troubleshooting methods such as verifying physical

layer issues, resolving username and password problems, uninstalling/reinstalling basic




60 March 31, 2017November 4, 2016


software applications, verification of proper hardware and software set up, and

assistance with navigating around application menus. Our Tier 1 Support Specialist will

have a basic understanding of EIS products or services but may not always have the

competency required for solving more complex issues. Our goal for Tier 1 support is to

handle 70%-80% of end user problems before escalating the issue to either Tier 2 or

Tier 3 support.

Once the trouble is escalated to Tier 2 support, a more in-depth technical support

level is applied. The CenturyLink Tier 2 Support Technicians reside in the CenturyLink

technical assistance center (TAC) where more experienced and knowledgeable

personnel are available to work managed enterprise service (MES) issues. MES is a

comprehensive managed service provided by the CenturyLink TAC monitoring SREs,

devices, and associated network elements. The TAC provides rapid response to alarm

events and manages events to resolution. TAC personnel can assist with or manage

most preventative maintenance activities for contracted devices and services. Tier 2

support will provide the EIS customer with advanced technical troubleshooting and

analysis methods to resolve their issue.

Our Tier 2 Support Technicians will be responsible for assisting the Tier 1 Support

Specialist to solve basic technical problems and to investigate elevated issues by

confirming the problem validity and to seek known solutions related to more complex

troubles. The Tier 2 Support Technician will review the trouble ticket to see what has

already been accomplished by the Tier 1 Support Specialist and how long the specialist

has been working on a particular problem, allowing the Tier 2 Support Technician to

prioritize the troubleshooting process and properly manage customer response times.

If a problem is new, or if the Tier 2 Support Technician cannot determine a solution,

then the trouble will be escalated to a Tier 3 Support Engineer or to the supplier’s Tier 3

technical support group. CenturyLink and the supplier may specify that certain

troubleshooting solutions be performed by Tier 3 support to help ensure that the

intricacies of a challenging issue are resolved by experienced and knowledgeable

technicians. This may include on-site installations or replacements of various hardware




61 March 31, 2017November 4, 2016


components, software repair, diagnostic testing, and the use of remote control tools to

troubleshoot and find resolution.

Our Tier 3 support is the highest level of support in the three-tiered technical support

model. Tier 3 Support Engineers, also located at the CenturyLink TAC, will be

responsible for handling the most difficult or advanced problems through expert level

troubleshooting and analysis methods. Experts in their fields, CenturyLink Tier 3

Support Engineers are responsible for assisting both Tier 1 Support Specialists and Tier

2 Support Technicians and conducting research and development of solutions to new or

unsolved issues. Tier 3 Support Engineers have the same responsibility as Tier 2

Support Technicians in reviewing the trouble ticket and assessing the time already

spent with the customer to ensure that the problem is prioritized to meet EIS customer

TTR requirements.

The Tier 3 Support Engineer may work to solve the problem directly with the

customer if the Tier 1 Support Specialists and Tier 2 Support Technicians are unable to

determine the proper solution. Upon encountering a new problem, the Tier 3 Support

Engineer will design and develop one or more courses of action, evaluate each of these

courses in a test case environment, and implement the best solution to the problem.

Once the solution is verified, it will be delivered to the EIS customer and made available

for future troubleshooting and analysis.

When an issue is identified as only being able to be resolved by the product

manufacturer/supplier, the Tier 3 Support Engineer will escalate the matter to the

appropriate vendor. The customer representatives and CenturyLink TAC will coordinate

together during service implementation to establish and/or identify existence of and

processes used to engage vendor support. These will be documented in the customer

interface document (CID) to create and maintain a record of the necessary points of

contact and process checkpoints.

CenturyLink’s trouble management escalation and notification process reduces

related service outage delays by providing resources that will promptly pursue timely

problem resolution. Our escalation and notification process ensures that appropriate

resources are activated to restore service and that both CenturyLink management and




62 March 31, 2017November 4, 2016


our customers are aware of any critical service outages. CenturyLink’s strength and

depth of experience with proven trouble and complaint handling management, technical,

and operational capabilities will meet, if not exceed, the timeframes specified in RFP

Section G.8, Service Level Management.

Telecommunications Service Priority Restoration

CenturyLink classifies and codes trouble tickets as either telecommunications

service priority (TSP) or non-TSP. TSP codes prioritize service delivery and restoration

actions and are documented in our databases and systems for priority implementation

and restoration. TSP-coded services will take precedence for provisioning and

restoration when service requests are generated. All TSP restoration coded services will

be restored as a first priority as quickly as possible as described in Management

Volume, 9. NS/EP Functional Requirements.

CenturyLink will provide ongoing status to the customer using the same medium as

the customer used to originate the ticket, or other means as requested. Trouble

resolution is confirmed directly with the ticket originator prior to ticket close out. Under

no circumstance will the CSO or the TAC close a trouble ticket without this confirmation.

EIS customers may use our technical escalation hierarchy when reporting troubles.

Issue Escalation

While CenturyLink’s goal is to meet 100% of the EIS contract guidelines for

responding expeditiously to reported trouble and complaints, we realize that escalations

are sometimes necessary. When we are unable to meet specified timeframes, or a

situation requires escalation, we will follow our official process for internal escalations,

as summarized in Table 2.5-1. Escalations will be either with the CenturyLink internal

groups, LECs, or off-net providers needed to expedite repair. Customers can request an

escalation by phone or online.

CenturyLink’s escalation and notification process reduces related service outage

delays by providing resources that will promptly pursue timely problem resolution. Our

escalation and notification process will ensure that appropriate resources are activated

to restore service and that both customers and CenturyLink management are aware of




64 March 31, 2017November 4, 2016


Reporting

Trouble Ticket Management will manage reports from the initial ticket opening

through escalation (when needed) to final problem resolution. Throughout the process,

the assigned Tier 1 Support Specialist will interact with EIS customers, providing regular

status and updates until resolution is confirmed satisfactorily with the customer. When

the trouble report is resolved, CenturyLink will provide the initiator of the report with the

date, time, reason for the trouble, and the steps taken to resolve the trouble. We will use

priority-level handling, expeditious responses, established procedures, and progress

tracking to ensure that this team is focused on timely problem resolution. CenturyLink

web access will provide EIS customers with secure, real-time access to trouble and

complaint reporting information, ad hoc status updates, and other performance data.

CenturyLink will provide trouble ticket reports in accordance with EIS requirements.

The government will be able to use online access to query, sort, export, or save in the

required formats. CenturyLink will apply any credits applicable to the service outage-

based reporting information. Upon completion of the trouble and when requested by the

government, CenturyLink will, within five days, provide archived trouble and complaint

data of the trouble including a summary of corrective action planned and any

subsequent corrective implementation.

CenturyLink’s Inventory Performance

In preparation for transitioning off Networx,

CenturyLink staff members have been

working closely with GSA to identify and

resolve discrepancies between GSA’s

Networx Inventory Management System

(NIMS) and the Networx inventory

maintained by CenturyLink. Because of

their efforts to reconcile the discrepancies

and assist GSA in developing standard

reconciliation processes, the CenturyLink

staff has received public praise during

meetings for their contributions over and




65 March 31, 2017November 4, 2016


2.6 INVENTORY MANAGEMENT (G.7)

One of the GSA goals for EIS is to provide EIS

customers with a complete and accurate inventory, as well as comprehensive inventory

management capabilities including web-enabled access to data, searchable fields and

queries, report generation, and periodic downloads for audits, billing verification, and

other government program management purposes. CenturyLink will provide a secure,

web-based interface to the government to allow access to a comprehensive and

accurate inventory of all EIS services being provided. CenturyLink will maintain the

inventory for all EIS services provided to GSA and the EIS customers.

The CenturyLink CPO successfully managed inventory responsibilities for Networx

and was recognized by GSA personnel for our strong management of the inventory

process and as a collaborative team member towards resolution of contract inventory

issues. CenturyLink’s inventory management is discussed in PMP, Section 2.3.

2.7 SERVICE LEVEL MANAGEMENT (G.3.5; G.8; J.2.8)

CenturyLink has extensive experience meeting SLAs for services provided to GSA,

other Federal Government entities, and our commercial customers. CenturyLink will

manage and report SLAs for all KPIs for CenturyLink services provided under this

contract. CenturyLink will use the requirements for the service performance, service

provisioning, and program management SLAs identified in RFP Section G.8 as our

performance reporting baseline. CenturyLink will measure the performance objectives of

applicable SLAs and report the results in the monthly SLA compliance report.

2.7.1 SLAs (G.8.1, G.8.2; G.9.2, J.2.8.1.1)

CenturyLink will meet the specified AQLs for each KPI. CenturyLink will comply with

all applicable standard contract SLAs for CenturyLink-provided EIS services. For a

required TO service, the same standard contract SLAs will apply unless otherwise

specified in the TO. EIS customers may define additional or different SLAs, KPIs, and

AQLs in a TO beyond those captured in the EIS contract. For TO-specific and unique

SLAs, once mutually agreed upon by CenturyLink and the EIS customer for both the

measurement and price, CenturyLink will accept these SLAs as equally binding and

above what was requested.




68 March 31, 2017November 4, 2016


contract deliverables, performance management, service delivery, and customer

support services. As we have on the Networx program, CenturyLink will work with GSA

and EIS customers to resolve all issues concerning SLAs, including those that pertain to

subcontractors. Issues include missing data, data reported in the wrong format or units,

or late submission from our subcontractors. We will provide updated reports as the

government deems necessary.

2.7.1.1 Service Performance SLAs (G.8.2.1, G.8.2.1.1, G.8.2.1.2, G.8.2.1.3)

CenturyLink will meet or exceed the AQLs for the KPIs defining the service-specific

SLAs, as defined in RFP Section G.8.2.1.1.1 and the referenced RFP Section C

technical requirements. CenturyLink will measure and report these KPIs for each unique

instance of a service defined at the most granular level to which the KPI is applicable

but never at a level higher than that defined by the UBI service grouping (per RFP

Section J.2.10.1.1.2).

Failure to meet the AQL for any service-specific KPI constitutes failing the SLA. For

each failed SLA, CenturyLink will apply the associated credit in accordance with RFP

Section G.8.4 and will determine the associated credits using the formulas in RFP

Section G.8.2.1.1.2 and all of its sub paragraphs. For incident-based services not

caused by customer documented delays, CenturyLink will meet or exceed the AQL for

the incident-impacted KPI for each service identified in RFP Section G.8.2.1.1.1. The

incident-based SLA is based on CenturyLink’s time to restore (TTR) performance for all

services. CenturyLink will calculate the TTR using the RFP Section G.8.2.1.2 method.

CenturyLink will determine and apply incident-based service SLA credits after

receipt of SLA Credit Request (SLACR) in accordance with RFP Section G.8.4.1, based

on TTR for either a routine or critical service.

Service related labor SLAs for labor support services not defined in RFP Sections

C.2.1 through C.2.9, C.3, and C.4, will be defined by the TO for labor for construction,

alteration, and repair that is required to complete the telecommunications solution.

Service related labor will include software development and design engineering that can

enable completion of more comprehensive and complex solutions for customers at the




69 March 31, 2017November 4, 2016


TO level. The TO will define the delivered labor service KPIs, SLAs, measurement

methods, SLA credit formulations, and tracking methodology.

TO-specific SLAs that exceed the standard contract SLAs, additional tracking and

validation of missed SLAs may be required by CenturyLink prior to issuance of missed

SLA credits in accordance with RFP Section G.8.4. Therefore, TO-specific SLAs will not

be subject to the standard SLA timelines for issuance. These SLAs will be subject to the

timelines for issuance as agreed upon within the TO.

2.7.1.2 Service Provisioning SLAs (G.8.2.2)

CenturyLink will meet and comply with requirements for service-provisioning

intervals as defined in RFP Section G.8, Service Level Management, and sub-sections

G.8.2.2.1 through G.8.2.2.5. For associated services ordered together and assigned

UBIs with the same service group ID, the SLA is governed by the longest provisioning

interval.

2.7.1.2.1 Standard Provisioning SLAs (G.8.2.2.1)

CenturyLink will complete orders within the provisioning intervals defined in RFP

Section 8.2.2.1 for CenturyLink-provided services. Failure to complete the provisioning

of service within the specified timeframes constitutes a failure to meet the SLA for that

provisioning incident. If an SO is issued, provisioning intervals will be measured as:

interval = number of days from the SO issuance to the SOCN. If no SO is issued,

provisioning time will be measured as: interval = number of days from the TO

submission to the SOCN.

2.7.1.2.2 Individual Case Basis Provisioning SLAs (G.8.2.2.2)

Service provisioning tasks that do not have predefined provisioning intervals and

performance objectives will be defined in the TO on an individual case basis (ICB)

delivery schedule with the ICB SLA. Services subject to ICB provisioning intervals are

identified in RFP Section G.8.2.2.2.1. Failure to complete the provisioning of service

within the timeframe specified in the TO constitutes a failure to meet the SLA for that

provisioning incident.




70 March 31, 2017November 4, 2016


2.7.1.2.3 Project Provisioning SLAs (G.8.2.2.3)

For project orders (orders that require special treatment due to the size, complexity,

or importance of the services ordered), the performance objective will be based on the

baseline completion dates in the task order project plan (TOPP) agreed upon at the time

orders are placed and documented by the government and CenturyLink and confirmed

by CenturyLink. The performance objective will be defined on an ICB with the required

delivery schedule established in the TO.

Failure to complete the provisioning of service within the timeframes specified in the

TOPP will constitute a failure to meet the SLA for that provisioning incident. In the event

that timeframes are not specified in the TOPP, the standard provisioning SLAs and

intervals will take precedence.

2.7.1.2.4 Rapidly Provisioned Services (G.3.3.3.2, G.8.2.2.4; J.2.4.2.1, J.2.4.2.4)

An order is subject to rapid provisioning if all the conditions defined in Section

G.3.3.3.2 of the RFP apply. CenturyLink will follow the standard process (RFP Section

J.2.4.2.1) with the following changes, as set forth in RFP Section J.2.4.2.4:

The SOC and the FOCN are not required

If CenturyLink completes the provisioning process and issues a SOCN within

twenty-four hours of order submission, the SOA is not required

If CenturyLink rejects an order, the SORN must be issued prior to the end of the

defined provisioning interval

The government’s option to modify or cancel the order during the provisioning

process is subject to the restrictions noted in RFP Section G.3.3.3.2

When these conditions exist, the provisioning interval will not exceed 48 continuous

hours and will be used to calculate SLA compliance. Due to the nature of rapid

provisioned services, any customer want date specified in an order will not apply and

early installation is automatically deemed acceptable.

An EIS customer can initiate self-service/rapid provisioning orders for certain

services that have been previously provisioned.




71 March 31, 2017November 4, 2016


Once the baseline service is provisioned, many management functions of these

services can be configured or implemented using a rapid provisioning order in an

expeditious or near real time manner.

Rapid provisioned services may vary, but delivery intervals are real time in nature

and will not exceed the required rapid provisioning KPI of 48 hours as defined in Section

G.8.2.2.4 of the RFP. If provisioning occurs within the first 24 hours of that 48 hour

interval, only a SOCN will be issued; however if the provisioning interval exceeds 24

hours, both an SOA and a SOCN will be issued. A SOCN will always be issued to

ensure inventory accuracy.

Cloud Services Provisioning Intervals: Cloud services offer powerful self-service

capabilities that can be used for interacting with the available commercial and technical

functions of each individual service offering. Once the baseline cloud service is

provisioned, it is in a rapid provision state and rapid provisioning orders may be placed.

Authorized users will have real time access to their service environment including

deploying changes (add, move, change, delete) within the technical parameters

available with the individual service and provided a means of electronically tracking the

ordering, confirmation, and provisioning to accurately track intervals as described in

Section G.3.3.3.2 of the RFP. The ability to place these orders will be restricted by the

RBAC and the type of service.

In addition to the self-service capabilities, CenturyLink’s standard cloud support

model uses an ITIL based 24x7x365 Global Technical US Person Adaptive support

team for incident management and change management.

Rapid provisioned cloud services will not exceed the required rapid provisioning KPI

of 48 continuous hours. Failure to complete the provisioning of service within the

timeframe specified in the TO constitutes a failure to meet the SLA for that provisioning

incident.

Bandwidth-on-Demand (BoD) Changes Subject to Rapid Provisioning:

Following a TO award, baseline components for ETS can be ordered and provisioned,

including any BoD CLINs. Once the baseline service components are fully provisioned

and accepted, they are in a rapid provision state and the customer can initiate BoD




72 March 31, 2017November 4, 2016


changes against the service up to the limitations of the ETS bandwidth provisioned as

part of the existing baseline Ethernet service installation. Rapid provisioning of BoD

changes work specifically in conjunction with the requirement of BoD usage as outlined

in RFP Table B.2.1.2.4.2 and scalable bandwidth instructions that BoD usage CLINs are

to be paired with a baselined scalable ELAN port. Rapid provisioning is supported for

bandwidth increments and decrements on demand, as agreed between CenturyLink

and the agency. Unless otherwise agreed by the agency and CenturyLink on a case-by-

case basis, provisioning time for this feature will meet the Ethernet Transport Services:

Bandwidth-on-Demand Changes SLA standard of 24 hours measured from the service

order to the SOCN.

2.7.1.2.5 Service Provisioning SLA Credit Formulas (G.8.2.2.5)

For each failed SLA, CenturyLink will apply the methodology as required by RFP

Section G.8.4, SLA Credit Management Methodology, to determine the associated

credits using the formulas set forth in RFP Section G.8.2.2.5.

2.7.1.3 Billing Accuracy SLA (G.8.2.3)

GSA has defined requirements for the billing accuracy and deliverable timeliness

and accuracy. CenturyLink will meet the billing accuracy SLA KPIs defined in RFP

Section G.4.12 with an overall AQL of 95%. If CenturyLink fails to meet these

standards, we will apply the methodology required in RFP Section G.8.4 using the

following formula: Billing Accuracy Credit = 1% of contractor's Total Billed Revenue on

the applicable TO for the month.

2.7.2 Service Level General Requirements (G.8.3; G.9.2; J.2.8)

CenturyLink will meet all SLA requirements as defined in RFP Section G.8.2 SLA

tables. CenturyLink will monitor and manage performance against EIS contract

performance requirements including:

SLA management; reference management requirements of RFP Section G.8.2.3

Management of billing accuracy SLA

Timeliness and accuracy SLA

Quality of service delivery




73 March 31, 2017November 4, 2016


Managing compliance with SLAs is an integral component of the CenturyLink PMO.

With our experienced personnel and established, proven processes and tools,

CenturyLink stands ready to provide data that support our commitment to high-quality

service for the government. We will meet all SLA requirements, including service

delivery, maintaining specified AQLs, measuring KPIs, compliance reporting, and

issuing specified credits when performance fails to meet the performance objective.

CenturyLink has designated our Service Assurance Manager as the single PMO

interface for SLA management reporting and quality control. That manager will be

responsible for all service-level management, and reporting. CenturyLink will ensure

SLA compliance and resolve all issues concerning SLAs. Quality Assurance, CSO, and

our PM will receive and review all reports, root-cause analyses, and action plans.

Measurement (G.8.3.1): CenturyLink will ensure SLA compliance and resolve all

issues concerning SLAs through our CenturyLink PMO. Reporting generated by the

PMO’s Service Assurance function will be reviewed by the Program Quality and Risk

Management, Financial Control, Transition Management, Operational

Vendor/Subcontractor Support, the CSO, and our PM. These PMO functions will receive

and review all reports, root-cause analyses, and action plans. Data will be provided

using established processes for detailed monitoring and reporting to enable an accurate

assessment of performance against SLAs. We will measure each SLA defined in RFP

Section G.8.2, service level agreement tables. Procedures for measuring and sampling

are described in Management Response, Section 1.3.

CenturyLink uses existing functionality that resides within CenturyLink’s network

management systems (NMS) to meet government requirements for managing

compliance with contracted service levels. CenturyLink’s NMS is comprised of internally

developed and commercial off-the-shelf (COTS) systems that will enable the

CenturyLink EIS PMO to quickly verify the actual service levels of a given service

against the SLAs. Service-level compliance verification will be made available to EIS

users using the CenturyLink web interfaces. This functionality will provide authorized

users with a means of verifying service-level compliance on demand. The CenturyLink

PMO will have access to the same service level verification data.




74 March 31, 2017November 4, 2016


CenturyLink’s fully integrated NMS samples the network and measures network

service availability, latency, jitter, grade of service, and response times. It samples and

measures various network services from multiple sources, including the trouble-ticket

system, inventory systems, and network alarm systems. Network events are identified

by CenturyLink’s NMS and are correlated, processed, and calculated, resulting in the

network availability statistics for EIS services. The CenturyLink EIS web interfaces will

convey customer requests for availability data into a request to the CenturyLink NMS.

The NMS will provide the data to the BSS for GSA and EIS customer review.

To measure aggregate-based KPIs, CenturyLink will use performance management

tools that capture performance data by agency. Performance data are copied into the

CenturyLink data warehouse and business intelligence (DW/BI) platform. These data

are correlated by several attributes, including access type, product/service, date, and

locations. Reports are generated by CenturyLink reporting tools and made available

through the web interface.

CenturyLink continually assesses and updates its management tools. Performance

management and surveillance tools currently in use across the CenturyLink network

include Brix Networks (Brixworx and Verifiers), Computer Associates (eHealth), Agilent

(NgN Analysis System and QoS Manager) for OSI layer two, and Spirents Perform for

OSI layer one. Voice switches are configured with traps to capture traffic data

throughout the day and save to a file server. CenturyLink currently uses Netcool,

Telenium, and Telcordia NMA surveillance systems for alarming, which provide event

correlation and ticket enrichment.

Performance monitoring and surveillance systems are configured to retain data for

finite periods of time (ranging from three to ninety days, depending on the volume).

Processes are automatically run each night to pull performance data and store it in the

DW/BI. Data are captured with very little translation into a secure and scalable

repository suitable for fast and accurate data retrieval. As a result, raw data continues to

be available for reference. The surveillance and performance measurement systems

retain the data for up to ninety days as further backup.




75 March 31, 2017November 4, 2016


Procedures are in place to ensure that the data are captured by validating the data

after the load and comparing record counts. If these automated checks identify a

problem with the load, the system automatically alerts database administrators to

resolve a problem with the load. If a reload is necessary, it is started immediately.

Within the CenturyLink DW/BI, data are consolidated at the lowest level needed for

reporting and stored in data marts. For trouble tickets, DW/BI stores trouble ticket

information by ticket and includes UBI, circuit ID, TTR, product, customer information,

audit dates, reasons for trouble codes, and logs. Performance data such as latency,

jitter, availability, and grade of service are summarized by circuit, product, customer,

and day. Although the data are summarized, they are captured so that consolidation is

possible. For example, to combine availability across different data ranges, the reporting

interval (RI) and customer outage time (COT) are stored by day and product. The RI

and COT are captured so they can be summed before calculating availability.

The CenturyLink DW/BI data marts are the root source for all reporting (both

internally through web scorecards and externally through our EIS web interfaces). With

data captured in a consolidated data warehouse, report generation across products,

different date ranges, or other custom parameters is possible with consistent,

repeatable results.

CenturyLink’s systems will measure and report results for actual end-to-end

availability for the EIS program. CenturyLink can segment the network architecture and

report availability on specific network segments when it becomes necessary to focus on

a given area. CenturyLink has the ability to factor in or exclude network outages

attributable to events outside of CenturyLink’s control, such as commercial power failure

at customer premises or planned maintenance at customer premises.

Table 2.7.2-1 lists the processes, defined measurement for KPIs, and the

responsibility for ensuring compliance. The CenturyLink PMO monitors the functional

processes and contacts the responsible functional group when an anomaly occurs to

identify the root cause and take positive action to correct the anomaly going forward.

The anomaly and the corrective action are reported in the monthly service level

agreement report (SLAR) provided to GSA Conexus, OCO, and agency COR.




76 March 31, 2017November 4, 2016


Table 2.7.2-1. SLA and KPI Performance

Processes Description KPI Measurement PMO Responsibility

Ordering Order receipt, order

verification and order

confirmation

Ordering system availability

Orders received

Orders rejected

Expedited orders

CSO

Provisioning Ordering of access and

the engineering design of

the service request

Service requests received

Service requests completed

Service request reworks

CSO

Service

Delivery

Installation and test and

turn-up of the service

request

Service requests delivered on time

Service requests not delivered on time

Access requests delivered on time

Access requests not delivered on time

SOCNs issued (including SOCNs for

expedited and disconnect orders)

SOCNs accepted and returned

Service Assurance/

Service Delivery &

Provisioning

Billing Issuance of complete and

accurate invoices; timely

resolution of billing

disputes and adjustments

Number of invoices

CLINs billed

Number of identified disputes

Time interval to resolve dispute

Service Assurance/

Billing

2.7.3 SLA Credit Management Methodology (G.8.3.3, G.8.4; J.2.8.2.2)

Circumstances may result in unexpected or unavoidable service performance issues

and a defined contractual or TO SLA is not met. When this occurs, a credit or billing

adjustment will be provided to the government agency or GSA. Credits will be

calculated as per RFP Section G.8.2 and the government will receive this credit within

two billing cycles. Some instances may warrant the government to grant a waiver from

all or part of a credit. The customer that will receive the credit may also grant a waiver

for SLAs in the event of extenuating circumstances.

CenturyLink will collaborate with the government to resolve any disputes and agree

on an appropriate credit in accordance with RFP Section G.4.4. The amount of any

required credit will be calculated as specified in RFP Sections G.8.2 and Section G.8.4.

For government-initiated SLA credits, the GSA CO, OCO, or ordering official may

submit an SLACR to CenturyLink as defined in RFP Section J.2.8. For each data set,




77 March 31, 2017November 4, 2016


CenturyLink will support all defined transfer mechanisms as defined in RFP Section

J.2.9.. CenturyLink will respond to the submission within thirty days by providing a

SLACR response and, unless CenturyLink chooses to dispute the request, issue the

credit within two billing cycles of this response.

2.7.4 Service Level Reporting Requirements (G.8.3.2, G.8.5, G.8.5.1,

G.8.5.2; J.2.8.2, J.2.8.2.1, J.8.3.2)

Unless otherwise specified, CenturyLink will submit all deliverables to GSA and, if

requested, to the customer. CenturyLink will meet the deliverable timeliness and

accuracy SLAs for each deliverable identified in the RFP Section F, Table F.2.1.

CenturyLink will deliver TO-specific service level reports and address only those actions

and metrics applicable to the EIS customer in question. For each data set, CenturyLink

will support all required transfer mechanisms as defined in RFP Section J.2.9. BSS

reports will be submitted electronically using CenturyLink's web interface and direct data

exchange.

The SLAR (RFP Sections G.8.5.2.1 and F.2.1, CDRL 126) will document monthly

SLA performance covering all aspects of service, including incident-based, service-

specific, service provisioning, and program management SLAs. This report will capture

any SLA credits due to the government. CenturyLink will deliver this report (report

contents are defined in RFP Section J.2.8) not later than the 15th day of each month.

When the Government has issued a SLACR as defined in Section 2.7.3 above, a

SLACR response (RFP Sections G.8.5.2.2 and F.2.1, CDRL 127) will document

CenturyLink's response to a government request for SLA credits (see RFP Section

G.8.4.1.2). Response contents are defined in RFP Section J.2.10. CenturyLink will

deliver this response within thirty days after the receipt of a SLACR. When a credit has

been issued, a billing adjustment report will be provided to the government as described

in Section 2.2 of the PMP.

A trouble management performance summary report (RFP Sections G.8.5.2.3 and

F.2.1, CDRL 128) will document trouble management performance. The report

summarizes the number of trouble reports opened and resolved during the reporting




78 March 31, 2017November 4, 2016


period. Unless otherwise specified by a TO, CenturyLink will use a standard commercial

format for this report, with the information specified in RFP Section G.8.5.2.3.

CenturyLink will deliver this report within fourteen calendar days of the end of each

quarter to the agency COR.

A trouble management incident performance report (RFP Sections G.8.5.2.4 and

F.2.1, CDRL 129) will document trouble management incident-level performance. It

describes each trouble report issued during the reporting period by CenturyLink’s

trouble report number, agency name and AHC, UBI, time opened and time resolved.

Unless otherwise specified by the TO, CenturyLink will use our standard commercial

report format for this report with the information specified in RFP Section G.8.5.2.4.

CenturyLink will deliver this report within 14 days of the end of each fiscal year quarter

to the agency COR.

2.8 TRAINING (G.10, CDRL 82)

The CenturyLink EIS CSO will be the one-stop source for general inquiries, training

registration, and support. As illustrated in Figure 2.8-1, customers will have multiple

access methods to reach the CSO.

Figure 2.8-1. Training Support

Government customers using EIS services require training on contract services,

business processes, and support capabilities to enable effective use of EIS and fulfill

their mission requirements. CenturyLink has applied lessons learned from its support of




79 March 31, 2017November 4, 2016


the GSA Networx contracts over the past eight years to ensure that we develop

courseware and provide customer training as required. CenturyLink’s training approach

will accommodate the varied training needs of geographically distributed onsite and

remote personnel at no additional direct charge. We have demonstrated success

providing the training and training staff necessary to the EIS contract. Our EIS training

approach results from CenturyLink’s extensive experience developing and delivering

training for our customers.




80 March 31, 2017November 4, 2016


2.8.1 EIS Draft Customer Training Plan (G.10)

This CenturyLink EIS draft training plan

provides full compliance with GSA

requirements. Should GSA provide

comments on this plan within 30 days of

NTP, CenturyLink will incorporate them and

deliver the revised training plan within 15

days after the comments were received.

CenturyLink will apply its experience to develop the full range of training curricula

required to support the EIS contract. Our training content will be designed and

customized to address the knowledge, skills, and abilities (KSAs) administrators and

users require to fulfill their EIS roles. Our approach to educational requirements is to

develop and deliver an appropriate training curriculum in accordance with the customer

training plan.

Our EIS PMO Training Manager will maintain full oversight of the training design,

development, delivery, and evaluation lifecycle for the program, as well as responsibility

to maintain and update this plan.

2.8.2 Instructional Systems Development for EIS

CenturyLink uses the instructional systems development (ISD) process for all our

training. As illustrated in Figure 2.8.2-2, ISD involves a continuous improvement

process for training with five phases:

1. Conduct needs assessment

2. Design and develop course material

3. Deliver training

4. Evaluate training effectiveness

5. Refresh needs assessment and revise course material (as required)

The following sections provide the specifics on how CenturyLink will use its ISD

process to meet EIS Training requirements.

CenturyLink’s Training Manager has full reach-

back support from our corporate training

organization of over 235 professionals. This

team is experienced in the design,

development, implementation, delivery, and

evaluation of training content covering the full

range of required subjects for EIS customer

personnel.




81 March 31, 2017November 4, 2016


Figure 2.8.2-2. Instructional Systems Development (ISD) Process

2.8.3 Conduct Needs Assessment

CenturyLink’s ISD process for EIS training will start with a needs assessment to

research each audience’s specific requirements for KSAs in each course. In close

collaboration with GSA and the EIS customer for each awarded TO, we will develop and

use structured survey questionnaires and telephone interviews to document the training

requirements of each of the following targeted audiences:

Government executives

COs

Authorized Ordering Officials

(AOOs)

OCOs

CORs

End-users of services

Government trainers

2.8.4 Training Curriculum (G.10.1)

Based upon the results of the needs assessments with each government audience,

CenturyLink will design and develop a comprehensive CenturyLink EIS Services

training course that covers all of the following tasks:

Use of the CenturyLink BSS

Obtaining price quotes for services and features




82 March 31, 2017November 4, 2016


Ordering services via CLINs or ICBs

Placing orders electronically to add, change, cancel, or disconnect services

Adding or changing the features, calling privileges, telephone number or other

line attributes that can be changed using “soft” reconfigurations

Accepting or rejecting an order or part of an order

Reconciling billing

Initiating and tracking billing disputes

Initiating the inventory management process

Initiating and reconciling performance management (SLA) reports

Placing and tracking trouble tickets for routine and emergency troubles

The CenturyLink EIS Services training course will be developed with discrete

individual learning modules. Based upon each audience’s identified requirements

learning modules will be combined to create a course for each audience. For example,

COs may only need a two-hour “executive summary” course developed based upon

their unique KSA requirements. At the other end of the spectrum, agency CORs may

need all of the content modules in a one-day, or longer, course that provides them

hands-on interactive training with CenturyLink BSS.

The training development process includes a CenturyLink team of graphic artists,

programmers, content experts, and audio/video experts led by a training content

developer (TCD). The TCD will be responsible for the overall product and ensures the

training will be educationally sound and achieves the module’s learning objectives.

For distance learning training modules CenturyLink will adhere to advanced

distributed learning (ADL) co-laboratories Shareable Content Object Reference Model

(SCORM). SCORM is a distance learning standard established by the Department of

Defense and endorsed by the Department of Education. It allows course content to be

accessible by instructors, SMEs, and students in different geographic locations.

This rigorous approach to development ensures high-quality, reusable course

modules. The standards are used in the development of instructor guides, student work




83 March 31, 2017November 4, 2016


books, electronic and distance learning materials, desktop guides, and other

instructional tools.

2.8.5 Deliver Training (C.4.5)

CenturyLink delivers training using the method appropriate for the audience

requirements based on the up-front needs assessment. Training methodologies

CenturyLink may use include:

Instructor-led formal classroom training

Distance learning

Online web-based/self-paced learning

Interactive video

Other remote training methodologies

Other methods specified by the government and mutually agreed to by

CenturyLink

Live training will be conducted on CenturyLink premises or at government locations

as mutually agreed by CenturyLink and the government.

When training is conducted at a CenturyLink location, all classrooms, equipment,

and support necessary for an effective learning environment will be provided.

Assistance, such as signers and Braille products, will be provided when requested in

advance. We welcome government observers to ensure compliance with the contract,

and when they are present we will request their input into course evaluations to enable

continuous improvement. When training is conducted at a government site, the

government will provide the necessary space, equipment, and environmental support.

Government personnel will have access to scheduled training, instructional

materials, and training resources through the EIS web interface. For on-line web based

training, CenturyLink will provide disabled trainees the same capabilities as described in

Management Response, Section 1.2.5. We will provide training as requested by the

government throughout the life of the contract.




84 March 31, 2017November 4, 2016


2.8.6 Training Evaluation (G.10.2)

CenturyLink’s goal is to provide the most effective, impactful training it can to our

government customers. To attain this objective CenturyLink will establish an EIS-

specific automated/online assessment process for participants to evaluate instructor

effectiveness (if classroom), course objectives, the applicability of the course material,

and training facilities/methods, and provide an opportunity for open-ended written

comments. CenturyLink will use the collected evaluations for continuous improvement

using our ISD process, updating the course needs assessment and making appropriate

revisions in the course design and all materials.

CenturyLink welcomes GSA and EIS customer executive attendance in training

classes to monitor the appropriateness of material and presentation, and participate in

the evaluation process. We will actively collaborate with GSA and the EIS customers to

increase the effectiveness of any course.

2.9 ACCESS TO SUPPORT SYSTEMS (L.30.1(B); G.5.3, G.5.3.1; M.2.2.2)

CenturyLink’s BSS solution combines use of a user-friendly public web interface with

navigation links guiding users to information to aid them during fair-opportunity stages

and a secure interface for authorized users to use during the performance period of the

contract and associated EIS customer TO.

Prior to CenturyLink selection, prospective EIS customers are able to access

publicly available information for use in:

Analyzing EIS products and services offerings

Identifying CenturyLink POCs they will need to work with during the fair

opportunity process

Reviewing the redacted contract

Determine training curriculum and course schedules

Downloading an authorized user access request form for submission post-TO

award to prepare and define role-based access control for selected users

Following TO award and during the customer setup prior to submission of an SO,

designated users can be granted access to the secure web interface to view additional




85 March 31, 2017November 4, 2016


support functions required by the contract. All RBACs are defined within CenturyLink’s

user profile management tool at the time of user set-up. This tool is designed to adhere

to security standards and references identified within the contract. Once a user is

authenticated, he/she is presented with menu items or navigation links to the various

support functions designated by EIS customer officials during customer setup. Our

approach authenticates the user’s identity, determines data to which the user is granted

access, validates the functional tools to which the user has access (e.g., ordering,

billing, and trouble ticketing), and type of access granted (e.g., read/write or view only).

2.9.1 Web Interface Functions (G.5.3.1.1)

Upon TO award, CenturyLink, OCO, COR, or GSA representatives will coordinate

customer account setup and definition of RBAC to the CenturyLink secure web

interfaces, which will be used to support order submission, pricing catalog access,

trouble ticketing, inventory management, and billing and payment management.

Order Submission: Authorized EIS customer ordering authorities will be able to

submit, through our self-service web interface, SOs against awarded TOs. Upon

submission of an SO, notifications outlining the order progression through the various

stages of installation are provided as well as direct and immediate access to reports and

acknowledgments.

Pricing Catalog: An authorized EIS customer user will be able to view the catalog,

select the desired product category, and be presented with available product choices.

Trouble Ticketing: CenturyLink’s secure web interface will allow an authorized user

to initiate trouble or complaint tickets related to their services into the trouble ticketing

system. EIS customer users will access, query, and view the status of tickets and other

details related to ticket closure and/or resolution, update open trouble tickets, escalate

as needed, and report resolution to the ticket initiator.

Inventory Management: Inventory data will be presented through the secure web

interface that enables an authorized user to perform queries and obtain reports.

Billing and Payment Management: Our secure web interface will enable an EIS

customer to view invoices, make a payment, and print a PDF copy of their invoice on a




86 March 31, 2017November 4, 2016


local printer. The EIS customer user will view their payment history, review billing

adjustments, and initiate and view the status of pending billing disputes.

2.9.2 Technology Standards (G.5.3.1.2)

CenturyLink’s web interface solution adheres to common industry standards and

does not require special software or plug-ins beyond the standard web browsers with

default, built-in functionality. At a minimum, the web browsers identified in RFP Section

G.5.3.1.2 are supported for all functions. Our web interface accommodates these

browsers in their current and immediate previous versions (N-1), as well as any

successor products, as these common browser products evolve over the contract

performance period.

2.9.3 Accessibility (G.5.3.1.3; C.4.2)

CenturyLink’s web interfaces are designed for ease of use and maximized

accessibility by EIS customer users. The BSS supplied under this contract constitutes

electronic and information technology (EIT), as defined in FAR 2.101, and our

customer-facing web interfaces will conform to the Architectural and Transportation

Barriers Compliance Board Electronic and Information Technology Accessibility

Standards (36 CFR Part 1194), parts B, C and D as amended.

CenturyLink will make readily available a comprehensive list of all offered EIT

products (supplies and services) that fully comply with Section 508. CenturyLink will

identify the technical standards applicable to all proposed products and clearly indicate

where this list can be accessed with full details of compliance. CenturyLink will make

this list available on CenturyLink’s website within 30 days of NTP.

CenturyLink will make the BSS voluntary product accessibility template (VPAT)

available on our website and will directly address compliance with Section 508 in the

BSS Development and Implementation Plan. During our BSS development, CenturyLink

will perform Section 508 compliance testing for our government-facing web interfaces

and identify and prioritize all accessibility errors, define the method for addressing

issues, and document overall compliance with Section 508. Automated accessibility

compliance tools will be used to define a baseline list of areas to be addressed. As




87 March 31, 2017November 4, 2016


required, our BSS testing will take into account aspects of the Section 508 regulations

that cannot be tested without human interaction and input.

For any EIT product proposed that is not fully compliant with Section 508 standards,

we will specify each standard that is not met, provide a detailed description as to how

the EIT product does not comply with the identified standard(s), and indicate the degree

of compliance.

3.0 DATA RETENTION (G.5.7)

CenturyLink will maintain an archive of all EIS contract records required by 48

CFR 4.7 for three years after final payment.

4.0 INSPECTION AND ACCEPTANCE (E; G.3.4)

Testing and acceptance for CenturyLink’s EIS BSS is fully detailed in Management

Volume, 4. Draft BSS Verification Test Plan. This test plan includes testing of the

government-defined scenarios and sub-scenarios for initial BSS acceptance and

accommodates change control processes, retesting, and the addition of tests defined by

an EIS TO customer. The EIS Services Verification Test Plan (RFP Section F.2.1,

CDRL 36) details the EIS product validation and acceptance process in accordance with

the capabilities, features, and performance criteria defined by the service requirements

in RFP Section C. Depending on the product being tested and specific EIS customer

requirements defined in the TO, additional test procedures may be required for each

service and a longer test period defined for the EIS services test plan before EIS

customer acceptance of that service is obtained.

5.0 CONTRACTOR DATA INTERACTION PLAN (CDIP) (L.30.1(3); J.2)

CenturyLink’s staff processes and systems provide the foundation to support

operations, process flows, data exchange, and deliverables for the EIS management

and operation functions including ordering, billing, inventory management, and SLA

management as specified in RFP Section J.2. These processes and systems conform

to the EIS management operations as shown in RFP Section J.2.1. Since the

requirements for these processes have been addressed throughout the PMP, the

paragraphs below provide cross-references to the specific sections where these




88 March 31, 2017November 4, 2016


requirements have been addressed. Timeframes for notifications and other SLAs

addressed in these sections are in calendar days.

5.1 COMMON DATA INTERACTION REQUIREMENTS (G.5.3.2; J.2.2, J.2.9.1.2)

CenturyLink has a strong track record of successfully exchanging data and

information with our federal and commercial customers and their systems, as well as

our internal organizations and business partners supporting the CenturyLink operational

infrastructure. The PMP, Section 9.0, Information Systems, addresses how

CenturyLink’s BSS operational architecture will support all EIS BSS operations

requirements, including providing the deliverables required by RFP Section F.2.1,

CDRLs 100 through 129 and receiving government-initiated EIS data.

CenturyLink will maintain the capability to accept all required data transfer

mechanisms for data sets transferred from the government. CenturyLink will submit

data to the government using the listed data transfer mechanisms unless an exception

is approved by the relevant CO. CenturyLink will support the data interactions using the

data transfer mechanisms for exchanges as described in RFP Sections G.5.3.2 and

J.2.9.2, including:

Direct Data Exchange

– Web Services: Extensible markup language (XML) over HTTPS using SOAP

and applying commercial practices and standards

– SFTP: pipe-separated value (PSV) exchanged through a server operated by

or on behalf of GSA

Customer-focused web interfaces

Emails with attachments

CenturyLink will comply with the deliverable requirements found in RFP Sections

J.2.2.3 and J.2.2.4.

Should CenturyLink become aware of any errors, the deliverable will be resubmitted

with the correction within three days of such discovery. The exception to this

resubmission process will be a billing error which will follow the billing adjustment

process described above in Management Response, Section 2.2 and in the PMP,




89 March 31, 2017November 4, 2016


Section 2.2. The CO and COR will be notified by email of the error and the requisite

action taken.

5.2 TASK ORDER DATA MANAGEMENT (J.2.3)

TO data management, with necessary data exchanges, from set-up, through

fulfillment (with any necessitated modifications) to closure is fully described in PMP

Section 2.1.2. Details on role based access control are covered in PMP Section 9.2.3.

5.3 SECTION J COMPLIANCE TABLES (J.2.4, J.2.5, J.2.6, J.2.7, J.2.8)

Due to the commonality of requirements between RFP Sections G and J.2, Tables

5.3-1 through 5.3-5 provide cross-references to where the CDIP requirements are

addressed in the PMP or in this document.

Table 5.3-1. CenturyLink’s J.2.4 Ordering Compliance Reference

Section J

Reference RFP Section J Reference Title

PMP

Reference

PMP

Page

J.2.4 Ordering 2.1 2

J.2.4.1 Common Operational Requirements

J.2.4.1.1 Task Orders 2.1.2 3

J.2.4.1.2 Agency Hierarchy Code 2.1.3.1/2.2.1 5/13

J.2.4.1.3 Unique Billing Identifier 2.2.1 13

J.2.4.1.4 Agency Service Request Number 2.2.1 13

J.2.4.1.5 Contract Line Item Number 2.2.3 14

J.2.4.1.6 Ordering Data Sets and Notices 2.1.3 5

J.2.4.1.7 Auto-Sold CLINs 2.1.3.1 6

J.2.4.1.8 Order Types 2.1.3.2 6

J.2.4.1.9 Splitting Complex Orders into Suborders 2.1.3.3 10

J.2.4.1.10 Service State 2.2.1 13

J.2.4.2 Ordering Process

J.2.4.2.1 Standard Orders 2.1.3 5

J.2.4.2.2 Telecommunications Service Priority Orders 2.1.3.3 9

J.2.4.2.3 Administrative Change Orders 2.1.3.2 7

J.2.4.2.4 Rapid Provisioning 2.1.3.3 10

J.2.4.2.5 Service State Changes 2.2.1 13

J.2.4.2.6 Supplements or Updates to In-Progress Orders 2.1.3.2.2 7




90 March 31, 2017November 4, 2016


Section J


PMP

Reference

PMP

Page

J.2.4.3 Deliverables and Data Exchange

J.2.4.3.1 Government-Provided Data Sets 2.1.3 5

J.2.4.3.2 Contractor-Provided Data Sets 2.1.3 5

Table 5.3-2. CenturyLink’s J.2.5 Billing Compliance Reference

Section J


PMP

Reference

PMP

Page

J.2.5 Billing 2.2 11

J.2.5.1 Common Operational Requirements 2.2 11

J.2.5.1.1 Billing Cycle 2.2.1 11


J.2.5.1.3 Contract Line Item Number 2.2 13

J.2.5.1.4 Associated Government Fee 2.2.2 14

J.2.5.1.5 Proration 2.2.7 19

J.2.5.1.6 Rounding 2.2.6 18

J.2.5.1.7 Taxes, Fees, and Surcharges 2.2.8 19

J.2.5.1.8 Billing Level 2.2 13

J.2.5.1.8.1 Customer Billing Level 2.2 13

J.2.5.1.8.2 GSA Billing Level 2.2 13

J.2.5.1.9 Billing Data Sets 2.2 13

J.2.5.2 Billing Process 2.2 13

J.2.5.3 Deliverables & Data Exchange 2.2 13

J.2.5.3.1 Government-Provided Data Sets 2.2 13

J.2.5.3.2 Contractor-Provided Data Sets 2.2 13

Table 5.3-3. CenturyLink’s J.2.6 Disputes Compliance Reference

Section J


PMP

Reference

PMP

Page

J.2.6 Disputes 2.2.4 18

J.2.6.1 Common Operational Requirements 2.2.4 17

J.2.6.2 Dispute Process 2.2.4 18

J.2.6.3 Deliverables & Data Exchange 2.2.4 18






91 March 31, 2017November 4, 2016


Table 5.3-4. CenturyLink’s J.2.7 Inventory Compliance Reference

Section J


PMP

Reference

PMP

Page

J.2.7 Inventory Management 2.3 20


J.2.7.1.1 GSA Conexus Inventory 2.3 20

J.2.7.1.2 Agency Hierarchy Code 2.3.5 23


J.2.7.1.4 Contract Line Item Number 2.3.4 23

J.2.7.2 Inventory Management Process 2.3 19

J.2.7.3 Deliverables & Data Exchange 2.3.5 23

J.2.7.3.1 Government-Provided Data Sets N/A


Table 5.3-5. CenturyLink’s J.2.8 SLA Management Compliance Reference

Section J


Management

Response Reference

Management

Response Page

J.2.8 SLA Management 2.7 27


J.2.8.1.1 SLA Measurement 2.7.1 67

J.2.8.1.2 SLA Credit Requests 2.7.1.1 70

J.2.8.2 SLA Management Process

J.2.8.2.1 SLA Reporting Process 2.7.4 76

J.2.8.2.2 SLA Credit Process 2.7.3 75

J.2.8.3 Deliverables and Data Exchange


J.2.8.3.2 Contractor-Provided Data Sets 2,7.4 76

5.4 DATA TRANSFER MECHANISMS (J.2.9, J.2.9.4, J.2.9.5, J.2.9.6)

As demonstrated through Networx and our other federal contracts, CenturyLink

supports all data transfer mechanisms coming from or going to the government. These

data transfer mechanisms include those prescribed for each defined business function

as well exceptions authorized in writing by the relevant CO or included in the TO.

If email is used as the transfer mechanism, CenturyLink will adhere to the email

requirements listed in RFP Section J.2.9.4 and will submit emails directly to those




92 March 31, 2017November 4, 2016


relevant POCs specified by the CO. If data are submitted by CenturyLink using GSA

Systems, file uploads will contain complete documents or in comma separated value

(CSV) format as prescribed in RFP Section J.2.10.2.

5.4.1 Direct Data Exchange (J.2.9.2)

To support the contractor data interaction plan where direct data exchange is

indicated, the CenturyLink EIS BSS will be based on the architecture illustrated in

Figure 5.4.1-1.

Figure 5.4.1-1. CenturyLink BSS Data Interchange with Architectural Context




93 March 31, 2017November 4, 2016


This architecture will provide the technical infrastructure and support the processes

associated with data interactions related to direct data exchange with the GSA Conexus

as described in RFP Section J.2.9.2 including support for:

Assembly of data in the CDRL formats defined

XML over HTTPS using SOAP (formerly simple object access protocol) and

applying commercial practices and standards

SFTP of PSV, BLOB attachment (using naming conventions delineated in RFP

Section J.2.9.2.2) to a server operated by or on behalf of GSA

The CenturyLink EIS BSS direct data exchange architecture will provide:

The B2G gateway will provide the security firewalls for EIS interactions, logging

functions for auditing and SLA management, and protocol conversion

The enterprise service layer will provide enterprise service bus capabilities such

as routing, orchestration, service registration and aggregation for the CenturyLink

back office to support the implementation of the data exchange

The EIS data record assembly will be an implementation on the enterprise

service layer that extracts, formats and performs the necessary translations for

data elements to align with the values described in RFP Section J.2.10.2.2

The event manager will receive and publish events from the back office systems

involved in transactions that generate and modify data. Rules will be applied to

determine when data to be exchanged are ready for processing and delivery.

5.4.2 Secure Web Interface (J.2.9.3)

CenturyLink will support data interaction through a secure web interface as

described in RFP Sections J.2.9.3 and G.5.3.1. Government users with the appropriate

RBAC credentials will have access to retrieve data deliverables from the EIS BSS web

interface. The diagram in Figure 5.4.2-1 provides an overview of the security features of

the CenturyLink EIS web site including the DMZ infrastructure, the EIS BSS gateway,

EIS BSS assessment boundary (EBAB), and the CenturyLink business systems

interface to back-office systems.




94 March 31, 2017November 4, 2016


Figure 5.4.2-1. EIS Customer Access to the BSS—Overview

Key characteristics of the CenturyLink EIS web interface security approach are listed

in Table 5.4.2-1.

Table 5.4.2-1. CenturyLink BSS Features

CenturyLink EIS BSS Features

The EIS BSS gateway network boundary follows the security assessment boundary ( RFP Section G.5.6.4(1)).

It encompasses a dedicated network segment uniquely protected by EIS-specific firewall functionality.

EIS web interface will be accessed using a unique URL

All EIS traffic will be then routed through the reverse-proxy server array in the DMZ

EIS SSL sessions will be terminated within the EBAB. DMZ proxies see only encrypted traffic

EIS traffic will have "sticky" routes to the business systems interface

User authentication will be performed in the EIS security layer against credentials stored in that layer

Authenticated users will be routed to the commercial CenturyLink business systems interface servers

EIS session rules will reside within the EBAB

EIS-specific, dedicated web application firewall (WAF) functionality will reside in the EBAB

All access attempts will be monitored for alerting and logged for forensics by centralized Cyber Defense

Systems (ArcSight)

Role events and changes will be logged for internal CenturyLink users

Two-factor authentication is required for CenturyLink users

File integrity and system configurations will be monitored by Cyber Defense Systems (Tripwire/ArcSight)




95 March 31, 2017November 4, 2016


Data Detail Level (G.5.3.4)

The CenturyLink web interfaces will support the direct data exchange requirements

of RFP Section G.5.3.2, as described in the PMP, Section 9.2.4, including the

bidirectional automated exchange of management and operations data. Deliverables

will be submitted as required in either human-readable or machine-readable formats.

5.5 DATA DICTIONARY (J.2.10)

Section 9 of the PMP describes the overall information systems that will be used in

support of the BSS functions (ordering, billing, inventory management, disputes, trouble

ticketing and SLA management), the data exchange requirements between the

government and CenturyLink, and the web interface into CenturyLink systems.

Management of the data in performing each one of these will adhere to the

requirements established in the RFP Section J.2.10 and use the data exchange

mechanisms as described in Section 5.4.

6.0 CENTURYLINK EIS MANAGEMENT SUMMARY

The CenturyLink solution that will support GSA’s clearly defined EIS program goals,

objectives, and requirements will significantly benefit all EIS customers. CenturyLink will

support EIS using a flexible, customer-focused management approach. Key elements of

our approach include:

The CenturyLink Service Portfolio—CenturyLink is a major global

telecommunications and IT services company. Our comprehensive portfolio of voice,

data, hosting, cloud, security, and integrated managed solutions provide worldwide

reach. CenturyLink’s commitment to the U.S. Federal Government is driven by our

understanding that communications and IT services are critical enablers for EIS

customer mission realization. CenturyLink provides:

Commercially proven support systems with secure web access, including an

industry-leading BSS management suite

Use of industry best-practice frameworks

Effective communications with our customers and across all of our organization’s

internal service support teams and subcontractors




96 March 31, 2017November 4, 2016


Dedicated staff with credentials and certifications that enhance customer support

Wide range of current and emerging cybersecurity, network, and cloud services

Service Continuity—Our performance

under the GSA Networx and GSA Regional

contracts provides a firm foundation for EIS

service continuity. We have demonstrated strong

thought leadership in the implementation of our

industry-leading cybersecurity capabilities such

as MTIPS and the DHS E3A services.

CenturyLink has provided technology and operational enhancements such as VoIP as

part of our regional service offerings. CenturyLink’s EIS organization is aligned to GSA

and the EIS customers.

Acquisition and Operations Efficiency—Ongoing evolution of CenturyLink’s

management methods and program approach is driven and demonstrated by a

continuous improvement cycle. We leverage lessons learned from our Federal

Government contract experience as well as industry best practices to improve business

processes, without sacrificing our highly individualized service supporting unique EIS

customer requirements.

Flexibility and Agility—Customer focus is the foundation of our culture;

CenturyLink does not deploy one-size-fits-all management or BSS solutions.

CenturyLink’s PMP emphasizes flexibility and agility in direct support of diverse EIS

customer requirements. Our management structure is highly adaptable and fully

accountable. TO PMs, CSRs, and Technical Support resources are all line-of-business

or EIS customer-aligned. This approach ensures that our professionals develop a

detailed understanding of EIS customer requirements.

Support Systems—Procurement and management of EIS services must be

enabled by quality, web-based, user-friendly, and efficient support systems and

management capabilities that include service ordering, operational support, billing,

trouble-handling, training, compliance reporting, and customer service. CenturyLink’s

support systems will combine the use of a simplified user interface to the EIS web

EINSTEIN 3 Accelerated

On December 7, 2015, the U.S. Department

of Homeland Security (DHS) awarded

CenturyLink a contract to provide E³A

protections to U.S. federal civilian agencies,

illustrating CenturyLink’s presence in the

cybersecurity protection space.




97 March 31, 2017November 4, 2016


homepage with navigation links to functional areas. A publically available web page will

provide information on CenturyLink’s offerings including program support contacts.

Authorized EIS users will be given access to additional information during the fair

opportunity process and throughout the performance period of the contract.

enterprise infrastructure solutions - home & business …€¦ · · 2018-05-10sla and kpi...

Documents