Attachment_1_-_Statement_of_Work_-_Revised_6.28.18.docx

SOCIAL SECURITY ADMINISTRATION

STATEMENT OF WORK

MAIL INSERTERS HARDWARE & MAINTENANCE

Revised 6/28/2018

I. Scope

The purpose of this acquisition is to replace the Social Security Administration’s (SSA) mail inserter systems at the current Print Mail Facilitie (PMF) in Baltimore, MD. The PMF is replacing two (2) Mailstream Productivity Series (MPS) high-speed and two (2) Flexible Productivity Series (FPS) high-volume mail inserter systems.

II. Requirements

A. General Requirements – New Equipment

1. The Contractor shall provide the most up-to-date high-speed and high volume mail inserter systems including all available updates and at least the functionality of the current systems at the Social Security Administration (SSA) (see Appendix A, Table 1 & Table 2).

The Contractor shall provide:

a. High-speed systems capable of processing approximately 18,000-20,000 pieces per hour.

b. High volume systems capable of processing approximately 7,000-9,000 pieces per hour.

c. High-speed and high volume systems capable of printing United States Postal Service (USPS) Intelligent Mail Barcodes (IMB).

d. High volume systems capable of printing a barcode on all pages of a document.

e. The high-speed and high volume systems shall have a document integrity and tracking system functionality as provided by the SSA’s current mail inserter systems. At a minimum, the system must be capable of the following:

1. Track each printed document and mail piece, saving and reporting the real-time status of each throughout processing

2. Provides process control, job management, and improve reporting accuracy of print and mail jobs from start to finish

3. Provide for a job-setup automation solution that works in conjunction with mail inserters and/or their workstations

4. Simplify job setup by entering all of the information (i.e. Job name, chargeback, account postage, meter setting, piece weight) associated with the job

5. Centralize insert plans and deliver up-to-date information directly to the operator helping to ensure that the right material gets loaded for each job

6. Insert plans can be displayed on any mail inserter and/or associated workstation.

2. The Contractor shall provide the specifications and footprint of the high-speed and high-volume mail inserter systems for installation at the National Computer Center (NCC) in Baltimore, MD.

3. Provide Prior to Delivery

Provide the Contracting Officer’s Representative (COR), Alternate COR and designated Government representative with the Training Schedule, Training Plan, and all other pertinent Training Manuals prior to the delivery, installation, and integration of the new high-speed and high volume systems.

4. Provide Prior to Delivery or Removal of Equipment

Provide transportation company information as listed in the ‘Delivery Instructions’ Section B.5 below to the COR no later than thirty-six hours prior to the arrival of trucks delivering the new equipment or removing the replaced equipment.

5. Delivery

a. The Contractor shall deliver, and install two (2) high-speed and two (2) high volume, mail inserter systems with a document integrity and management system at the National Computer Center (NCC) located at 6201 Security Blvd, Baltimore, MD 21235. The SSA has a Print Mail Facility (PMF) in the NCC that is currently running MPS high-speed and FPS high-volume mail inserter systems.

b. The Contractor shall coordinate the NCC delivery, installation, integration and training with the COR, and persons on-site at the NCC as directed by the COR.

6. De-Installation

The Contractor shall remove the current inserters from their locations at the NCC within the rooms to accommodate operation of the four (4) machines. The Contractor shall coordinate the de-installation and installation of equipment so there is minimal disruption to the SSA's workflow.

7. Installation

a. The Contractor shall begin installation at the NCC of the new equipment without impairing the production workflow of one (1) of the current MPS and one (1) of the current FPS systems.

b. The Contractor shall obtain COR approval and acceptance of the first installed high-speed or high volume, fully functional replacement system prior to beginning replacement of the remaining MPS and FPS systems.

8. Removal

a. The Contractor shall remove the current MPS and FPS inserters within two (2) weeks of their de-installation at the NCC.

b. The Contractor shall provide transportation company information as listed in the ‘Delivery Instructions’ Section B.5 below to the COR no later than thirty-six (36) hours prior to the arrival of any trucks at the NCC.

9. Warranty

The Contractor shall provide not less than a 90-Day Warranty for both high-speed and high volume systems in the NCC.

10. Transportation and Expenses

The Contractor shall provide all transportation and associated expenses, including installation engineers and their associated expenses.

B. Implementation: Delivery and Installation of New Equipment

1. Prior to delivery, the Contractor shall assemble the high-speed and high volume systems off-site with appropriate equipment. The SSA will not provide test samples for this phase.

2. Within 90 calendar days after the receipt of order, the Contractor shall deliver two (2) high-speed and two (2) high volume systems to the NCC.

3. Delivery Locations

NCC

Social Security Administration National Computer Center, Loading Dock 6201 Security Blvd Baltimore, MD 21235 (Two (2) high-speed and two (2) high volume mail inserter systems)

4. Delivery Instructions

a. Three (3) business days prior to delivery, the Contractor shall supply the COR with the following information:

· Driver’s Name

· Address or State of Issue on Driver’s License

· Trucking/Transport Company Name

· Marking on Truck

· License Plates on both the Truck (Cab) and Truck Box

· Contractor name

· Award number

· Delivery date

b. The Contractor shall provide the COR contact information to the trucking company responsible for equipment deliveries.

5. Security Requirements for Contractor Personnel

a. The Contractor shall provide suitable personnel to perform the work in accordance with Clause 2352.204-1 Security and Suitability Requirements.

b. The Contractor shall submit all required forms not less than four (4) to six (6) weeks prior to equipment delivery.

6. Relocation of Currently-Installed Equipment

a. In order to have a minimal impact on the SSA’s daily inserter workload processing, the Contractor shall work with the COR and the SSA’s Print Mail Facility supervisors to determine the best time for the de-installation, installation and relocations to take place.

b. The Contractor shall initially de-install and relocate currently installed equipment without impairing the continued production of one (1) of the currently installed MPS inserters and one (1) of the FPS inserter systems located at the NCC.

c. As the SSA begins initial verification of newly installed equipment and puts the new equipment into production, the Contractor shall subsequently relocate additional equipment.

d. To prevent fluids, loose parts, or unexpected leakage from damaging the floor or creating an unsafe environment, the Contractor shall protect the floor where equipment will be placed prior to and during the equipment relocation. The Contractor shall notify the COR and Alternate COR of the material to be used for floor protection. The COR/Alternate will approve the floor protection material prior to equipment placement/relocation.

e. If necessary, as determined by SSA or the contractor, the equipment relocation shall occur outside of normal business hours or over a weekend. Hours available for relocating and installing equipment include weekdays between 3:00 PM and midnight, and weekends.

7. Integration into SSA’s system

After successful installation, integration and testing of the new equipment, the Contractor shall identify changes to the SSA's operational workflow and include those changes in the Contractors’ training of the SSA employees.

8. Testing

a. The Contractor shall test the inserters using the SSA provided test samples. SSA will provide 10,000 test samples per inserter (including inserts and outgoing envelopes) for system testing.

b. If the Contractor testing exceeds 10,000 samples per inserter, SSA will try to obtain additional test materials for contractor use. However, SSA does not guarantee that it will provide the additional material.

c. The Contractor shall conduct tests on both the high-speed and high volume systems sufficiently to validate all system components and functionality of operating platform.

d. The Contractor shall test all new systems sufficiently to confirm that the machines function properly in the new configuration in the file-based environment.

e. The Contractor shall report all test findings to the COR and Alternate COR. designated SSA representative.

f. Once testing is complete, the Contractor, COR, and Alternate COR designated SSA representative will determine when initial verification of each high-speed and high volume system may begin.

9. Acceptance

The SSA will accept the new high-speed and high volume systems upon the Contractor’s confirmation, through testing of proper functioning of each new inserter system, and the removal of the old MPS and FPS inserters at the NCC. Acceptance will be determined over a 30-day period from the installation and completion of initial verification by the SSA that the equipment is operating properly.

10. Training

The Contractor shall provide on-site training of the SSA Operators at the NCC within two (2) weeks of installation and successful testing of the new high-speed and high volume systems in order to process their current workloads.

Training shall include, changes to inserter workload processing resulting from the replacement of the current systems. The training shall include but not be limited to:

· all features of the inserting platforms,

· changes to inserter workload processing,

· ensuring operators have a clear understanding of equipment functionality, and

· ensuring operators have a clear understanding of software reporting capabilities.

11. Warranty

a. The Contractor shall provide the SSA with at least a 90-Day Warranty for the high-speed and high volume systems, covering parts and labor.

b. The warranty period shall begin upon the SSA's acceptance of the systems.

C. General Description of Requirement: Maintenance

1. Maintenance Support

a. The Contractor shall provide an on-call, onsite maintenance for mail inserters for a period of one (1) year following the Warranty period.

b. Either the Original Equipment Manufacturer (OEM) or a service provider authorized by the OEM must complete all maintenance services.

c. The Government reserves the right to purchase maintenance in one-year intervals after the expiration date of the initial maintenance for a maximum duration of four (4) years of maintenance (five (5) total years of service). All terms and conditions identified in this section apply to both warranty and maintenance.

d. The Contractor shall provide the same or better warranty/maintenance terms as those offered commercially.

e. The Contractor shall provide a copy of the current Preventive Maintenance Optimization Program Technical Guide (PMOPTG) at the time of equipment delivery and a copy of all updates prior to their effective date.

f. The Contractor shall provide a detailed Preventive Maintenance Schedule (PMS) based on the current PMOPTG and an updated PMS any time the PMOPTG schedule is revised.

g. The Contractor shall provide an updated PMS any time the PMOPTG schedule is revised to reflect all changes to the Preventive Maintenance performed by the Government and all changes to the Preventive Maintenance performed by the Contractor.

h. The Contractor shall provide all parts and supplies found to be defective due to normal wear and tear of the equipment.

i. The Contractor shall provide all labor required to replace all defective parts.

j. The Contractor shall return equipment to service within three (3) business days after the Government reports a warranty issue.

k. The Government will accept equipment after the Contractor delivers, installs, and demonstrates equipment functionality using Government-provided print media.

l. The Government will report any warranty issues during its normal business hours, from 6:00 AM to 2:30 PM EASTERN.

2. Preventive Maintenance

a. Preventive maintenance (PM) refers to a set of scheduled tasks performed on the insertion systems in accordance with the Preventive Maintenance Optimization Program Technical Guide (PMOP TG). PM promotes operating efficiency, prevents or mitigates machine breakdowns, and prolongs the life of the equipment.

b. The Contractor shall provide an on-site Technician who shall perform all PM on-site during the Principal Period of Maintenance (PPM) which is all Federal workdays, Monday through Friday, 6:00 AM to 2:30 PM

c. The Contractor shall produce a weekly Preventive Maintenance Report of maintenance conducted.

d. PM includes inspecting, lubricating, cleaning or adjusting the equipment to put it in Original Equipment Manufacturer (OEM) condition for SSA use.

e. The Contractor shall provide all labor required to perform the PM tasks as scheduled according to manufacturer’s guidelines (PMOP TG).

f. The Contractor shall provide all parts and supplies found to be defective during the PM, due to normal wear and tear of the equipment.

g. The Contractor shall provide all labor required to replace all parts found to be defective.

h. The Contractor shall reorder and restock any parts used from the PM inventory, and housed at the Social Security Administration Print Mail Operations (SSAPMO) and adding the parts to the Parts Inventory (PI).

i. The Contractor shall be responsible for tracking the onsite items and listing them in the PI.

j. The Contractor shall list those items in the monthly Preventive Maintenance Report (PMR).

k. The Contractor shall provide any suggestions for Operator usage of equipment to either the COR or Alternate COR at the time the service is completed.

l. The Contractor shall coordinate with the Government a scheduled time to have the PM performed during the PPM.

m. The Contractor shall coordinate the maintenance with the COR, Alternate COR, or other Government personnel to avoid any unnecessary delays in workload processing.

3. Remedial Maintenance

Remedial Maintenance (RM) refers to tasks performed to identify, isolate, and correct a fault, for the purpose of, restoring the failed mail inserter system to OEM specifications. For each system under contract, the Contractor shall provide a qualified on-site technician to perform RM service during the Principal Period of Maintenance (PPM), which is all Federal workdays, Monday through Friday, 6:00 AM to 2:30 PM.

a. The Contractor shall notify the COR or Alternate COR immediately when the repair is going to exceed four (4) hours.

b. The Contractor shall provide a written estimate of time needed for completion of the repair.

c. The Contractor shall have all spare parts and/or components available onsite.

d. The Contractor shall perform the following when spare parts and/or components are not onsite:

i) Immediately provide the COR, Alternate COR and any other designated Government personnel with an estimate of time needed to obtain necessary parts if service requires replacement parts that are not readily available.

ii) Provide the COR, Alternate COR and any other designated Government representative a written estimate of time to complete the repair.

iii) Provide the COR, Alternate COR and any other designated Government representative a written justification of why parts are not onsite.

e. The Contractor shall repair the equipment so that the system shall not remain inoperable in excess of eight (8) working hours from the onset of equipment failure or receipt of non-available parts.

f. The Contractor shall have all spare parts and/or components available so that within eight (8) working hours the Contractor can complete or explain why completion is not possible.

i. The Contractor shall notify the COR, Alternate COR and any other designated Government representative immediately when a repair will exceed eight (8) working hours.

ii. The Contractor shall provide a written corrective action plan

iii. The Contractor will provide a written estimate of time to complete the repair and submit to the COR, Alternate COR and any other designated Government representative.

iv. The Contractor shall provide a written documentation of just-cause explaining why the repair cannot be completed with the expected eight-hour timeframe.

4. Maintenance Requirements

a. The Contractor shall provide all necessary maintenance requirements, documentation, repair parts, maintenance supplies, tools, test equipment, transportation and other related services and shall keep the equipment in good operating condition.

b. In the performance of both preventive and remedial maintenance, the Contractor shall use only parts that are certified, authorized, or otherwise approved by the OEM.

c. The Contractor shall use only new standard parts when performing preventive or remedial maintenance.

d. All parts replaced shall become the property of the contractor to be disposed of according to Material Data Safety Sheet (MSDS) standards.

e. All emergency repairs and preventive maintenance calls are part of the maintenance program.

f. All associated costs shall be included in the overall maintenance contract.

g. In the event the onsite Service Technician is not able to repair of the equipment, the Contractor shall work with the onsite Service Technician to determine what corrective measures are necessary on the mail inserter, have appropriate parts dispatched, and schedule a return visit. The Contractor shall be responsible for supporting the onsite Service Technician either by phone or by sending a second Service Technician to the NCC, at no cost to the SSA.

h. When the mail inserter is inoperable, the telephone support, second Service Technician support and necessary parts shall be onsite within eight (8) hours of completion of diagnosis.

i. The Contractor shall ensure maintenance upgrades, substitutions, and replacements to equipment and software pursuant to this contract do not reduce the original level of conformance with the applicable Section 508 standards at the time of contract award.

j. The Government reserves the right to evaluate upgrades, replacements, and substitutions using a Voluntary Product Accessibility Template or requiring test units to perform hands-on Section 508 and accessibility testing before final acceptance.

5. Technical Support

a. The Contractor shall provide a single source (point of contact) for technical support and information for both hardware and software problems, questions, and failures.

b. The Contractor shall provide a local or 800 toll-free support number, staffed 24 hours a day, 6 days per week (Monday through Saturday) for use in reporting hardware failures that will produce an immediate response. An automated answering system is not acceptable.

c. The Contractor shall provide a confirmation callback within 60 minutes of initial contact by the Government.

d. The Contractor shall not require Government personnel to open the mail inserter, swap any components, or perform diagnostic work when placing a request for service.

e. The Contractor shall comply with the Section 508 Standards 36 CFR Subpart D -1194.41 for electronic and information technology (EIT) deliverables and services in this contract.

f. The Contractor’s support services shall accommodate the communication needs of end-users with disabilities based on the following minimal criteria:

i) Where the contractor provides telephone support services, the contractor shall also provide TTY access for help desk personnel who may require assistance for the hearing-impaired.

ii) If the contractor provides support services through an internet-based website, the contractor shall ensure the site is compliant with the Section 508 Standards 36 CFR Subpart B 1194.21 and 1194.22 and Subpart C 1194.31.

iii) When the Government places a service call to initiate service from the Contractor, the Contractor shall provide a vendor maintenance tracking number for reference.

6. Service Requirements

a. The Contractor shall provide repair services when any part of the Contractor-provided hardware fails to perform properly.

b. The Contractor shall arrive onsite within four (4) hours of initial contact by the Government.

c. The Contractor shall troubleshoot the problem(s) described by the service call.

d. The Contractor shall repair or provide a replacement of the problem components, and perform all necessary activities to solve the problem and return the affected equipment to a fully functional state.

e. The Contractor shall return the mail inserter to operational status within eight (8) hours of arrival onsite.

f. The Contractor shall replace failed components with new or certified as new, identical components.

g. The Contractor shall have service escalation procedures.

h. The Contractor shall have a service manager available and accessible if the technician fails to respond to a service call. The service manager shall locate a replacement technician to respond to the service call.

7. Maintenance Service

The Contractor maintenance service will not include the following:

a. Electrical work external to the equipment

b. Furnishing of operational supplies

c. Adding or removing accessories, attachments, or devices

d. Repair of damage resulting from accidents caused by the Government

e. Transportation between Government sites when the Government is responsible for relocation of equipment

f. Government’s negligence or misuse of equipment

g. Failure of electrical power, air conditioning or humidity control or causes other than ordinary use.

8. Return to Service

The mail inserter will be considered, successfully returned-to-service when the Contractor has completed the following:

a. Advised the Government of the nature of the repair

b. Advised the Government of any defective equipment removed or replaced

c. Received verification from the Government that the equipment is fully operational.

9. On-Call Services Outside the PPM When prearranged Remedial Maintenance is required outside the PPM, the Contractor shall:

a. Arrive on-site within four (4) hours of contact by the Government

b. Identify the problem and take corrective action within four (4) hours of arriving onsite

c. Contact the COR or COR designee if the problem is unsolvable within four (4) hours

d. Provide onsite services during overtime hours (non-PPM hours) in the event equipment malfunctions cause a production backlog requiring overtime to become current

10. Maintenance Reporting Requirements

The Contractor shall provide a Service Incident Report (SIR) report of work performed to include preventive and remedial maintenance within and outside the PPM. The contractor shall submit the report to the COR and Alternate COR via email within one (1) business day of the preventive maintenance or service call. Each SIR must include the following:

a. Date and time the service request was received.

b. The Vendor Maintenance Tracking number.

b. Date and time of Contractor’s arrival at the service site.

c. Location of the equipment serviced.

d. Manufacturer type, model and serial number(s) of each piece of equipment that was serviced or replaced.

e. Time spent performing the service.

f. Description of the root cause of the malfunction.

g. Description of any replaced part(s) or components.

h. Description of any repairs performed on parts or components.

i. Date and time the service was completed.

j. Recommendations.

7. Replaced Equipment Report

The Contractor shall prepare a replacement equipment report upon completion of each maintenance service call and provide a copy to the COR. The report shall indicate satisfactory completion of the work. The report shall contain the following information for 1) each item of old replaced equipment and 2) each item of new replacement equipment:

a. Manufacturer

b. Type

c. Mode

d. Serial Number

e. Description of equipment

f. Location where equipment was installed (Building, Street Address, Room/Floor Location, City, State, Zip Code

8. Safety Requirements

a. When the Contractor is using a chemical cleaning solvent to clean the machines, the Contractor shall follow all safety precautions written in the PMOP TG.

b. The Contractor shall use only chemicals listed on the Manufacture/Material Safety Data Sheet (MSDA).

c. The Contractor shall use only OSHA approved chemical cleaning solvents.

d. The Contractor shall provide the COR with the name of the chemical cleaning solvent being used for cleaning the machines.

e. The Contractor shall allow five (5) business days from the Government's receipt of the MSDA for the Government's approval to use the solvent.

f. The Contractor shall not proceed with any machine cleaning until the Government approves the solvent proposed.

9. Qualifications of Personnel

a. The Contractor shall provide personnel experienced in maintaining equipment comparable to the high-speed and high-volume mail inserters.

b. The Contractor personnel shall be capable of providing the required services in accordance with the best commercial practices, without unnecessary delays or interference with Government functions.

10. Hazardous Weather and Other Emergency Conditions

a. The Contractor shall know the Government’s policies and their immediate SSA component, division, branch, and team requirements on delayed openings and building closures due to severe weather conditions and/or other emergencies.

b. Contractor may call the special toll-free number (1-866-313-2533) or check the SSA HQ Operational Status website (http://www.ssa.gov/hqalert/index.jsp) after 4:00 a.m. for information on a closing or delayed opening. The Contractor shall report to work as usual unless an announcement SPECIFICALLY pertains to SSA offices in the Baltimore, MD area.

11. Coverage of USPS Approved Mailing Meter Equipment

a. The Contractor shall provide United States Postal Service (USPS) approved mail meter bases attached to the inserter machines.

b. Although the USPS approved mail meters are not included in this contract, if the Contractor detects a problem with a mail meter, the Contractor shall report the problem to either the COR, Alternate COR or designated representative.

12. Trainees Contractor maintenance service performed by trainees shall be under the direct supervision of experienced personnel. The Government will not pay for the trainee costs.

III. Appendix A - Mandatory Minimum Requirements - Tables

Table 1: High-Speed Inserter - Minimum Mandatory Requirements

3’’ x 9’’ (post cut)

Communications

(wired or wireless)

Machine Specs

Desired Features and Notations **Entrance to the room is 5’2”W x 6’9”H with 15’L before an interior wall. Please bear this in mind when planning for delivery and assembly.

**Has software that can pair a unique number on front of mailpiece with unique number on the back within a data file.

**Update ‘input’ data file with data collected from process to create ‘output’ file with new data.

Table 2: High Volume Inserter – Minimum Mandatory Requirements

4 x 9 (return Envelope) 5 x 8 (pamphlets)

Communications

(wired or wireless)

Machine Specs

IV. Equipment List

[To be added after installation and acceptance]