[Area] Technology Managing Agent Contractor Contract. Service Information. Annex SI 27 Regional Control Centre Technical Support Service

Transcription

1 [Area] Technology Managing Agent Contractor Contract Annex SI 27 Regional Control Centre Technical Support Service A27-1

2 SERVICE INFORMATION FOR TECHMAC CONTRACT ANNEX SI 27 CONTENTS AMENDMENT SHEET Revision Number Issue Amendments Initials Date 0 1 Tender Issue A27-2

3 LIST OF CONTENTS 27 REGIONAL CONTROL CENTRE TECHNICAL SUPPORT SERVICE Introduction Resilience Fault Management Process Point of Contact for the Highways Agency Traffic Officer Service Fault Escalation Process Facilities Management Systems Managers Role and the Computer Operations Role Computer Operations Role Fault Reporting Log Access to Traffic Operation Buildings and Security Issues Planned Works & Permit to Access Spares Managed Services Operational Telephony Dynamic Display System (DDS) HA Transmission System HA Broadband Network (BBN) HATMS: Traffic Control & Monitoring System - COBS / NMCS HAbIT Fax Multi Functional Devices (MFDS) British Telecommunications (BT) Services LAN & Structured Cabling Telephone Text Controller Video Conferencing Road Traffic Signal UTC In-station Equipment & Common Database Building Multimedia Information & Public Address Systems...14 A27-3

4 27 REGIONAL CONTROL CENTRE TECHNICAL SUPPORT SERVICE 27.1 Introduction The requirements specified in this Annex shall be read in addition to MCH 1849 the Regional Control Centre (RCC) Technology Maintenance guidance document, referred to in Annex SI 18. This Annex specifies the Provider s responsibility to manage maintenance and repair of the various Employer s RCC in-station technology. Appendix D of MCH 1849 lists related maintenance and repair documents The geographic location of the RCC is identified in Annex NI RCC in-station technology includes: [Note to Compiler: verify Regional specific requirements for RCC in-station technology] Command & Control Integrated Communications Command System (ICCS) Airwave Mobile Tetra Radio Terminals Hand Held TETRA radio terminals Vehicle Mobile Data Loggers Operational Telephony Dynamic Display System (DDS) Transmission HATMS CCTV HAbIT Fax & MFDs BT Services LAN & Structured Cabling Telephone Text Controller (TTC) Video Conferencing Building Multimedia Information & Public Address Systems A27-4

5 Refer to Annex SI 0 for a glossary of terminology Details of manufacturers instructions and maintenance manuals relating to the above technology is listed in Annex SI Inventory details for RCC in-station technology are contained within the Network Information Annex NI Resilience The RCC Traffic Management Service is a 24 hour service provided for every day of the year (including leap year). To minimise the impact of faults occurring on RCC in-station technology a high level of resilience and redundancy has been incorporated into the design of the technology systems. The Provider shall refer to MCH 1849, Appendix D and Annex SI 29 for specific details of the contract requirements for each element of the Technical Support Service Fault Management Process The Provider complies with the processes outlined within section 4 of MCH 1849 and Annex SI 29 and is responsible for contacting and liaison with the Employer s Service Level Agreement (SLA) contractors who maintain and repair the RCC in-station technology systems listed in paragraph of this Annex. All other references to RMC / TechMAC actions within MCH1849 are undertaken by the Provider. Contact details for the Employer s SLA contractors are provided in Annex NI The Provider passes all faults to the relevant Employer s SLA contractor by telephone. Subsequent communications can be carried out via , but supported by a telephone call if urgent or critical. The Provider refers to MCH 1849, Appendix B for contact details of the technical engineers. The Provider utilises the Fault Level Matrix contained in Annex I of MCH 1849 to report faults to the relevant Employer s technology SLA contractor. The Provider enters all fault details onto the National Fault Database (NFDB) The Provider provides appropriately qualified and experienced onsite staff to fulfil the Technical Support Service role and to support RCC Management and Operational Staff, Highways Agency Traffic Officers and the Highways Agency Maintenance Team, including first line technical support, day to day routine maintenance and system administration for the RCC in-station technology. The principal role requirements and responsibilities; an outline of routine maintenance duties; required and desirable qualifications and experience are specified within Appendix G of MCH The requirements specified within Appendix G of MCH 1849 also include and apply to Road Traffic Signal systems, associated A27-5

6 subsystems, ancillary equipment and databases. [Note to Compiler: Inclusion / exclusion of Road Traffic Signals are regional specific contract options] The Provider undertakes the Technical Support Service role as follows: The Provider s Technical Support Service complies with the Performance Requirements contained within Annex SI 13 following the Provider s notification of faults. The Provider provides the Technical Support Service for the RCC irrespective of the nature of the fault within the RCC in-station technology and undertakes the fault management duties / repair as described above. At least one member of the Provider s Technical Support Service personnel shall be in attendance at the RCC on a full time basis, between 06:00 to 18:00 hours Monday to Friday including Bank Holidays, to provide the Technical Support Service. Outside those hours (including Saturday and Sunday) the TSS role is undertaken by the RCC control room duty supervisor. [Note to Compiler: time periods for TSS provision are RCC regional specific] Details of RCC accommodation and desk facilities made available to the Provider by the Employer are outlined in the Network Information The Provider is responsible for ensuring a formal briefing of any outstanding faults or incident(s) is given / received to the appropriate personnel at every shift change In undertaking the RCC Technical Support Service the Provider establishes and maintains a secure library of technology maintenance documentation provided by the Employer s RCC in-station technology contractors. Access to the technology library will be available to authorised personnel at any time The Provider develops, implements and annually reviews, for the approval of the Service Manager, fault escalation procedures for Road Traffic Signal systems, associated subsystems, ancillary equipment and databases. [Note to Compiler: Inclusion / exclusion of Road Traffic Signals are regional specific contract options] A27-6

7 27.4 Point of Contact for the Highways Agency Traffic Officer Service The Provider is the single point of contact for the Highways Agency Traffic Officer Service who experience problems with the Traffic Technology Systems or the Traffic Officer s mobile systems with the exception of HAbIT (refer to paragraph below). This service is provided on a 24 hour basis, every day of the year (including leap year) between the times specified within paragraph The Provider accepts faults reported by (HATOs) and manages these faults on behalf of the Traffic Officer Service to conclusion and subsequently advises Traffic Officers when the fault has been cleared Fault Escalation Process To ensure that necessary action is taken to clear faults, the Provider is responsible for the escalation of any outstanding faults including fault escalation to those Employer s SLA in-station technology contractors who are responsible for the technology listed in paragraph of this Annex. Responsibility for all fault management is retained by the Provider at all times to conclusion and subsequently advises the relevant parties when the fault has been cleared Facilities Management Details of existing facilities management contracts at the RCC are contained within section 4.5 of MCH The existing facilities management contract also includes the RCC building multimedia information and public address (PA) system The Provider works in close cooperation with the facilities management representative Systems Managers Role and the Computer Operations Role With reference to sections 4.6.1, and of MCH 1849, the Provider is not required to fulfil the duties associated with: C & C System Manager ICCS System Manager Systems Manager for Operational Telephony The Provider is however required to rotate ICCS Voice recording tapes on a daily basis Computer Operations Role The Provider fulfils the following duties under the guidance of [Note to Compiler: identify the relevant contractor (e.g. Vivista or Siemens)] A27-7

8 Obtain an overview of the system hardware Prepare back up tapes Server start-up & shut down procedures Emergency procedures 27.9 Fault Reporting Log The Provider maintains a record of all RCC in-station technology faults as outlined within paragraph 4.7 and Annex C of MCH 1849 and the Provider records all faults on the Employer s National Fault Data Base (NFDB) Access to Traffic Operation Buildings and Security Issues The Provider refers to section 4.8 of MCH 1849 and Annex SI 4 for details of Security Clearance and Vetting Procedures that apply for access to and operation within the RCC. The Basic Check (BC) level of security clearance is the minimum level required During the mobilisation period, the Provider is responsible for obtaining appropriate security clearance for all his personnel who will be providing the Technical Support Service at the RCC Planned Works & Permit to Access The Provider liaises with appropriate parties to facilitate and co-ordinate planned works to be undertaken by Others on RCC in-station technology systems in accordance with section 4.11 of MCH1849 whether the technology is located at the RCC or elsewhere The Provider operates and co-ordinates a permit to access process for all work undertaken by Others at the RCC in accordance with section 4.12 of MCH Spares To ensure the restoration of faulty systems is achieved in an expeditious manner, spare equipment will be stored either at the RCC or at adjacent Employer s SLA contractor s sites and specific arrangements are outlined in detail in the respective contractor s SLAs (refer to paragraph 4.10 and Appendix D of MCH 1849.) Inventory details for Employer s spares for RCC in-station technology equipment are contained within the Annex NI 1. A27-8

9 27.13 Managed Services The Employer has awarded contracts to provide and manage the following RCC Technologies: [Note to Compiler: identify the relevant contractors responsible for each technology] Command & Control ICCS Airwave Mobile Tetra Radio Terminals Hand Held TETRA radio terminals Vehicle Mobile Data Loggers The Provider s responsibility for the technology is in accordance with paragraph 27.3 (Fault Management Process) & 27.5 (Escalation of Faults) of this Annex The Provider reports faults to the Employer s RCC in-station technology SLA contractor s service desk using the contact details provided in Annex NI 11. This service is provided on a 24 hour basis every day of the year (including leap year) between the times specified within paragraph of this Annex The Employer s in-station technology SLA contractor to provides and manages all appropriate spares for the managed services listed in paragraph above. The Provider does not undertake any unauthorised repair the systems that may invalidate the SLA. Details of the service level for each technology are contained within sections 5.1 to 5.3 and Appendix D of MCH Operational Telephony The Employer operates a SLA with [Note to Compiler: identify the relevant contractor] to provide and manage operational telephony. The Provider refers to Section 6 and Appendices D, E and F of MCH 1849 and SLA for details of the operational process The Provider reports faults to the Employer s RCC operational telephony contractor s Customer Management Centre (CMC) Service Desk using the contact details contained in Annex NI 11. This service is provided on a 24 hour basis for every day of the year (including leap year) between the times specified with paragraph A27-9

10 The Provider is responsible for first line fault resolution and analysis and undertakes the tasks as described in Appendix E of MCH The Provider follows the fault location table contained within Appendix F of MCH 1849 to assist in locating an Operational Telephony fault Subject to receipt of written instructions from the Service Manager, the Provider undertakes simple moves and changes to telephony equipment Dynamic Display System (DDS) [Note to Compiler: verify RCC local requirements & amend paragraphs below as appropriate] At the Access Date, subject to the approval of the Service Manager, the Provider directly appoints and manages suitably experienced specialist contractor(s) to undertake routine maintenance and fault management of the large screen displays within the RCC associated with the CCTV cameras on the Area Network for the duration of the Contract. The cost of this service includes the provision and installation of all consumable spares associated with the DDS. The Provider manages spares held at the RCC on behalf of contractor(s). The terms of any agreement made between the Provider and contractor(s) will be at least equivalent to arrangements current at time of tender. The Provider refers to Section and Appendix D of MCH 1849 for details of the current operational process and SLA The Provider is responsible for first line fault resolution and analysis of the DDS and reports faults to the service desk. This service is provided on a 24 hour basis for every day of the year (including leap year) between the times specified within paragraph The Provider does not undertake any unauthorised repair to the system that may invalidate any agreement made in respect of para HA Transmission System The Provider manages fault reporting procedures to ensure fault resolution responsibility for the Employer s transmission system is provided by the NRTS Co. The Provider refers to Annex NI 1 for interface details and Annex NI 11 for the NRTS Co. contact details. The transfer of the Employer s transmission assets and associated responsibilities to NRTS Co. does not relieve the Provider of the duties and responsibilities specified in this clause HA Broadband Network (BBN) The Employer has a Service Level Agreement (SLA) with the NRTS Co. for A27-10

11 the BBN. The Provider refers to Section 7.2 and Appendix D of MCH 1849 for details of the operational process and SLA The Provider reports transmission faults to the NRTS Co. and contact details are contained with Network Information Annex NI 11. This service shall be provided on a 24 hour basis for every day of the year (including leap year) between the times specified with paragraph HATMS: Traffic Control & Monitoring System - COBS / NMCS For faults identified on the Employer s Traffic Control & Monitoring System the Provider identifies and manages faults, provides hardware maintenance and first line software maintenance in accordance with the requirements of the The Provider provides fault / incident reports for COBS / NMCS equipment (including any sub system) to the Software Maintenance Contractor (SMC) responsible for the COBS. The SMC deals with the fault initially but where appropriate assigns the fault to the manufacturer most suited to clearing the fault The Provider follows the reporting procedures specified within MCH 1381, (refer to Annex SI 18) and reports faults to the National Fault Database. Contact details for the SMC are contained within Network Information Annex NI 11. The Provider refers to Annex NI 2 for details of changes to HA assets and responsibilities. The transfer of transmission assets and responsibilities to NRTS Co. does not relieve the Provider of the duties and responsibilities for fault identification and management specified earlier in clause Responsibility for maintenance of Auto Number Plate Recognition (ANPR) systems is excluded from the contract For faults identified on the CCTV network, the Provider identifies and manages faults and where applicable undertakes hardware maintenance in accordance with the requirements of the. The Provider refers to Annex NI 1 for details of how responsibility for HA assets and responsibilities has changed following transfer to the NRTS Co. The transfer of assets and responsibilities to the NRTS Co. does not relieve the Provider of the duties and responsibilities for fault identification and management specified earlier in this clause. Contact details for the CCTV suppliers are contained within Network Information Annex NI For faults identified within Active Traffic Management (ATM) systems equipment, the Provider identifies and manages faults in accordance with A27-11

12 the requirements of the Annex SI Calls made from ERTs, including ERTs on APTRs are considered as 999 calls. The ERT system is engineered to 999 standards and commands the same level of service and maintenance. For faults identified on the ERT System the Provider identifies and manages faults, provides hardware maintenance in accordance with the requirements of the Service Information. The transfer of assets and responsibilities to NRTS Co. does not relieve the Provider of the duties and responsibilities for fault identification and management HAbIT The Provider provides first line assistance with faults and routine maintenance on the Employer s HAbIT equipment within the RCC. Faults that cannot be resolved by the Provider are immediately forwarded to the HAbIT Service Desk and contact details for HAbIT equipment are contained within Network Information Annex NI Fax This equipment will be supported by the Facilities Management (FM) Service Contract. Contact details for the FM Service Contract are contained within Network Information Annex NI Multi Functional Devices (MFDS) This forms part of HAbIT within the RCC. The Provider performs the duties identified within paragraph of this annex British Telecommunications (BT) Services BT provides the Employer with a Single Point of Contact 24 hour service for every day of the year (including leap year) for all repair and provision issues as detailed within Annex NI 11. Although BT provides this single point of contact for any faults related to BT Services, not all these faults will be passed directly to BT in the first instance. If the fault is related to any aspect of RCC operational telephony then the Provider deals with the fault in accordance with the procedures outlined in section of this annex LAN & Structured Cabling The responsibility for the maintenance and repair of the LAN and structured cabling for the RCC resides with the FM Service Contract. Details of the FM service provider contact details are contained in NI Annex Where the provided technology uses the structured and the patch cabling, A27-12

13 the in-station technology contractors need intrusive access and control over testing and destinations so as to fulfil their contractual obligations. The Provider is responsible for arranging such access (and where appropriate escorting personnel) and liaising as appropriate with the FM service manager and RCC Operations Manager. The Provider only undertakes first line maintenance duties with regard to fault identification and reporting. The Provider does not undertake any unauthorised repairs that may invalidate any of the SLA s Telephone Text Controller Telephone Text Controller equipment is present within the RCC In the event of a failure on this system, the Provider undertakes basic checks and rebooting of the dedicated personal computer to restore the system. The Provider reports faults to the appropriate service desk. Contact details are contained within Network Information Annex NI Video Conferencing Responsibility for the maintenance of the video conferencing system at the RCC resides with Employer s SLA contractor, [Note to Compiler: identify the relevant contractor] and the Provider reports faults to the Employer s contractor s Customer Management Centre (CMC) Service Desk. Contact details are contained with Network Information Annex NI 11. This service is provided on a 24 hour basis every day of the year (including leap year) between the times specified with paragraph of this annex The Provider reports faults relating to the ISDN lines associated with video conferencing facilities to BT in accordance with the requirements of paragraph of this annex Road Traffic Signal UTC In-station Equipment & Common Database [Note to Compiler: To be included or excluded from the TechMAC contract on a Regional specific basis - the Common Database is a unique facility provided in the SE Region only] For faults identified on the Road Traffic Signal Urban Traffic Control System (including associated subsystems, ancillary equipment and databases), the [Note to Compiler: insert details of Local Authority(s) and / or RCC provider] identifies and manages faults, provides hardware maintenance, full system management and first line software maintenance in accordance with the requirements of the The [Note to Compiler: insert details of Local Authority(s) and / or RCC A27-13

14 provider] reports Road Traffic Signal UTC system faults / incidents, including associated subsystems, ancillary equipment and databases to the appropriate Software Maintenance Contractor (SMC) The Provider follows the reporting procedures as outlined in para Building Multimedia Information & Public Address Systems This equipment will be supported by the Facilities Management (FM) Service Contract. Contact details for the FM Service Contract are contained within Network Information Annex NI 11. A27-14