36C10X19R0012-001.docx

Mailroom Support Services VA119-16-Q-0089-A00002

Mailroom Support Services VA119-16-Q-0089-A00002

PERFORMANCE WORK STATEMENT

FOR

ENTERPRISE MAIL MANAGEMENT

1.0 Scope

Pursuant to 44 U.S.C. § 2904, General Services Administration (GSA) has issued regulations requiring all Executive Agencies to adopt commercial payment processing to pay postage costs and to ensure that mail costs are identified at the agency program level. (See 41 C.F.R. § 102-192-50 et seq.)

To meet this requirement, the Department of Veterans Affairs (VA) intends to lease comprehensive mail/shipping solution(s) “Mail System” to include: mail processing equipment, web-based software solutions, scalable cloud data storage/hosting, and support services to maintain all systems fully operational. The scope of this PWS is to provide Mail System solutions for VA Business Offices, Administrations and Facilities.

2.0 Background

VA consists of the Veterans Health Administration (VHA) which operates over 170 Medical Centers and 1063 Medical Clinics; the Veterans Benefits Administration (VBA) operates 56 Regional Benefit Offices and the National Cemetery Administration (NCA) operates over 136 National Cemeteries; and numerous staff offices such as the Veteran Administration Central Office (VACO). The VACO operates multiple facilities in Washington DC; Austin, TX; Frederick, MD; Denver, CO and other VA staff offices across the nation.

The VA Office of Information and Technology (OIT) and Enterprise Mail Management (EMM), is intent on establishing and streamlining a Lease Based contract vehicle to procure Mail Systems standardizing and integrating mailroom operations across the VA enterprise.

The EMM office has established strategic objectives related to mailroom operations:

· Modernize and standardize Mail Systems across the enterprise

· Establish, enhance and advance mail management reporting through web-accessible, cloud-based data hosting services to optimize mail operations and funding efficiencies across the enterprise

· Establish and advance centralized management and oversight of agency mail managers, mail operations and accomplishment of emerging strategic objectives

VA Administrations and Offices require equipment and services for its mailrooms across the enterprise to standardized mail services, technology, processes and accountability. VA requires equipment and services which meters mail, provides best cost shipping options, allows for accurate reporting, accountability of volume and expenditures and traceability of mail and parcels. All applicable hardware, software and support services must adhere to the United States Postal Service (USPS) Domestic Mail Manual (DMM) www.usps.gov, and shipping partners rules and regulations of those as United Parcel Service (UPS), Federal Express (FedEx), DHL, etc.

3.0 Period of Performance (POP)

The Period of Performance shall be for sixty (60) months. Individual task orders shall not extend further than twelve (12) - months beyond the Indefinite Delivery/Indefinite Quantity (IDIQ) Ordering Period end date.

3.1. Contract Type

The Government intends to issue a IDIQ Multi-Award Contract from this solicitation to the responsible offerors whose offer conforms to the solicitation and offers a technical approach that meets the requirements identified in the PWS.

Task Orders associated with this IDIQ shall be awarded on a competitive basis as an enterprise, group or individual basis in accordance with each Task Orders (TO) specific requirements.

3.2. Place of Performance

Services provided under this PWS shall be performed at the following locations:

· Continental United States

· Hawaii

· Alaska

· US Virgin Islands

· Puerto Rico

· Philippines

· Guam

· America Samoa

3.3. Hours of Operation

The Contractor shall assume the Core work hours/schedule the Government utilizes unless otherwise directed in the terms and conditions of each contract award. The Contractor shall also be prepared to provide maintenance support services to meet requirements and to support the peak mailroom processing needs.

The Contractor shall outline capabilities to meet routine and prioritized coverage as a portion of the Offeror’s proposal in accordance with established hours of operation. Comment by Buzzard, Tammy: This can be added as part of the evaluation criteria

3.4. Recognized Holidays

The Contractor shall provide services during the facility hours of operation, except for the following federal holidays set by law (5 U.S.C. §6103). The following are recognized United States (US) federal holidays:

· New Year’s Day: January 1st

· Martin Luther King, Jr.’s Birthday

· President’s Day

· Memorial Day

· Independence Day: July 4th

· Labor Day

· Columbus Day

· Veteran’s Day: November 11th

· Thanksgiving Day

· Christmas Day: December 25th

3.5. Travel Comment by Buzzard, Tammy: Need to add Federal Travel Regulation language.

Task Orders shall include travel to and from the VA facilities for equipment delivery, implementation, training, support, services and transition activities. Other travel required by Contractor personnel in the performance of this contract shall be determined and included with the individual Task Orders.

Sample Travel Language Travel shall be reimbursed in accordance with Federal Acquisition Regulations 31.205-46 as well as Federal Travel Regulations. Travel must be pre-approved by the Contracting Officer’s Representative (COR) five business days advance. Each Contractor invoice shall include copies of all receipts that support the travel costs claimed in the invoice. Trip Reports shall be submitted to the COR within five business days after trip completion. General and Administrative (G&A) expenses are prohibited and will not be reimbursed.

Contractor travel within the local commuting area will not be reimbursed. Local travel within a 50-mile radius from the Contractor's facility or assigned Government provided facility is considered the cost of doing business and will not be reimbursed. This includes travel, subsistence, and associated labor charges for travel time. Travel performed for personal convenience and daily travel to and from work at the Contractor's facility or Government assigned facility will not be reimbursed.

Travel costs are included as a separate, cost-reimbursable, “not to exceed” line item. The Government estimates the following trips will be required:

4.0 Applicable Documents

The following documents shall be used in the performance of the tasks in this Performance Work Statement:

Mail Legislation, Directives and Handbooks 39 U.S.C. § 601 - Letters carried out of the mail 40 U.S.C. 121 - Administrative (Title 39 Postal Service) 39 CFR Part 310 - ENFORCEMENT OF THE PRIVATE EXPRESS STATUTES 39 CFR Part 320 - SUSPENSION OF THE PRIVATE EXPRESS STATUTES Domestic Mail Manual - Mailing Standards of the USPS Official Mail Accounting System (OMAS) GSA Federal Management Regulation: Subchapter G - Administrative Programs Part 102-192-Mail Management VA 6340 Directive/Handbook - Mail Management Procedures/Notices VA 6609 Directive - Mailing Sensitive Personal Information Records Management Legislation, Directives and Handbooks 44 U.S.C Chapter 29 - Records Management by the Archivist of the United States Public Law 94-575 FRM - H.R.13828 - An Act to amend title 44 U.S.C.

36 CFR Chapter XII, Subchapter B - RECORDS MANAGEMENT VA Directive 6300, Records and Information Management, February 26, 2009 VA Handbook 6300.1 Records Management Procedures, applicable VA Records Control Schedules VA Handbook 6500.1, Electronic Media Sanitization Security, Privacy, Fraud Legislation, Directives and Handbooks 38 U.S. Code § 5725 - Contracts for data processing or maintenance 44 U.S.C. § 3541, “Federal Information Security Management Act (FISMA) of 2002”;

Homeland Security Presidential Directive 7: Critical Infrastructure Identification, Prioritization, and Protection 45 CFR Parts 160 and 164, Subparts A and C, the Security Standard (“Security Rule”) VA Directive and Handbook 0710, Personnel Suitability and Security Program

Reference Documents Trusted Internet Connections (TIC) Reference Architecture Document, Version 2.0, Federal Interagency Technical Reference Architectures, October 1, 2013 Federal Information Processing Standard (FIPS) Publication 140-2, (FIPS PUB 140-2)

5.0 Mail System Requirements

This IDIQ provides maximum flexibility for VA mailroom facilities to meet their local geographic and operational needs. The IDIQ will be based on the below example of mailroom characteristics with the opportunity for each mailroom facility to further describe Mail System requirements.

The below chart depicts mailroom facility by size (Small, Medium and Large) based on average mailroom processing volumes. The model provides users of the IDIQ and industry the ability to estimate requirements and Mail System proposed configurations.

5.1. Mail System Global Requirements

Global requirements shall be applied across all Mail System components and services.

5.1.1. Leased services shall include all mail processing equipment, web-based browser software, scalable cloud-based software solution for data hosting (with web-portal access), mailroom processing accessories, handheld scanners all supported by maintenance and support services to keep all systems fully operational. Lease services additionally includes: delivery, set-up, configuration, user training, complete functionality testing, thirty (30) day quantity of operating supplies and removal of old equipment. Third party Contractor or Government owned equipment can only be processed with the authority and approval of the Contracting Officer Representative (COR) in writing.

5.1.2. VA will lease only new, unused, non-refurbished, non-remanufactured, Mail System equipment. This applies to all components of the equipment, replacement parts, associated accessories and supplies.

5.1.3. VA locations currently utilizing hardware, software or accessories which are compatible to build out a Mail System may lease those components required to extend the enterprise wide VA objective. The utilization of existing compatible components is a requirement to conserve VA fiscal resources.

5.1.4. The Mail System shall include password protected security features to prevent unauthorized use. The software application connecting all the Mailing Systems for reporting purposes must be Federal Information Processing Standard (FIPS) compliant and support active directory sign on authentication.

5.1.5. Contractor shall offer an option to upgrade machine technologies as it becomes available, and, if required, replace machines as the technology demands. Existing equipment shall be forwards and backwards compatible with new equipment introduced into the mail center.

5.1.6. Postage meters must have the ability to stamp and postmark mailings, charging postage costs to the meter balance. Meters should be able to provide exact shipping costs, deducted from the meter and have the ability to utilize postage discount rates assigned by the USPS.

5.1.7. Postage meters shall be compatible will all major shippers and have the ability to work with, and process mail formats associated to USPS DMM products, services and shipping partner rules and regulations.

5.1.8. Equipment and software shall provide automated manifest mailing which allows a mailer to document postage and fees for all pieces in a mailing paid via permit imprint. Equipment and software shall provide... Each piece in a manifest mailing shall be labeled with a unique identification (ID) number.

5.1.9. Software shall have the ability to electronically capture, store and make accessible mail management metrics for VA use. Metrics shall include United States and International volumes and expenditures for USPS letters/flats/packages in all mail classes; and commercially provided expedited services in all shipping classes. (Reference Appendix A – VA Agency Mail Expenditures)

5.1.10. Contractor shall be responsible for removal of machines, mail meters and accessories at the expiration or cancellation of Task Orders or IDIQ contract.

5.1.11. The contractor shall ensure all unused mail meter postage funds are returned to VA, reported, confirmed and approved with the COR within five (5) business days of expiration or cancellation of Task Orders or IDIQ contract.

5.1.12. Media (i.e. hard drives, flash drives, memory devices) must be removed from the equipment, secured and managed with return authorization approved by the COR within five (5) business days within expiration or cancellation of Task Orders or IDIQ contract.

5.2. Postage Meter and System Requirements

VA requires a cost effective leased, metered mail system, associated USPS certified postal funds meter capability for all VA operated mailroom facilities. The postage metering capability shall meet the performance and volume/throughput demands of the individual facility or facilities as defined in the option requirements. Equipment is to be of the latest technologies associated with mail processing.

5.2.1. Mail Systems must support the requirements as defined in the Government Publishing Office (GPO) Code of Federal Regulations 41 CFR 102 – 192 – Mail Management.

5.2.2. The Mail Systems shall accurately scan, weigh, rate, meter, and account for all outbound mail and parcels. All equipment supplied shall have postage meters with remote capability which permit postage replenishment, usage and balance reporting.

5.2.3. The Mail Systems shall accommodate network connectivity for downloading postage, software upgrades, updating rate changes, data collection, reporting and maintenance. It is the contractor’s responsibility for those Mail Systems connecting to the VA network, meet VA security requirements of all contractor supplied equipment and software.

5.2.4. The Mail Systems shall provide rate shopping and produce UPS, FedEx and USPS compliant bar codes through standard thermal label printer(s). No specialized label stock will be acceptable and must meet USPS regulations.

5.2.5. Mail Systems shall support VA carrier negotiated rates for USPS, UPS and FedEx. This includes but not limited to discounted rates these carriers have on the GSA Schedule 48 as well as any VA carrier negotiated rate for the term of the lease agreement. Contractor shall sign Nondisclosure Agreements to ensure confidentially of VA negotiated rates and services.

5.3. Mailing and Shipping Software Requirements

5.3.1. Mail System shall support seamless processing of all carriers through automatic rate shopping. Software shall automatically determine the most economical delivery method for letters, flats and parcels by examining criteria such as applied business rules, delivery time, priority and transportation method and then produce the carrier compliant label.

5.3.2. Software shall be delivered and maintained at the Contractors most current version.

5.3.3. The software utilities shall provide access and identity controls to prevent unauthorized access or use.

5.3.4. Software shall be web-based with vendor provided cloud data storage services.

5.3.5. Software shall provide web-based portal for accessing the cloud stored data. Cloud stored data shall be accessible and downloadable to VA systems for local and enterprise data analysis and reporting.

5.3.6. Software shall have the ability to capture and download postage, track and determine how much postage has been downloaded; determine postage remaining on the meter, and report daily/monthly/yearly spending from the meter.

5.3.7. Software shall have the ability to electronically capture, store and make accessible mail management metrics for VA use. Metrics shall include United States and International volumes and expenditures for USPS letters/flats/packages in all mail classes; and expedited services in all shipping classes. (Reference Appendix A - VA Agency Mail Expenditures.)

5.3.8. Software shall provide online end-to-end tracking of packages throughout it’s delivery process. Tracking information shall be electronically captured, stored and accessible for VA use.

5.3.9. No software is to be loaded to a VA computer other than peripheral drivers and VA security image.

5.4. Mail System Accessory Requirements

5.4.1. Mail Openers/Extractors – shall cut, open and extract mail letters or overnight packs of different dimensions and thickness. Openers shall have adjustable cutters and options for single or multiple envelope cuts. Mailroom requirements range from processing a few letters per minute/hour to several thousands of letters per hour. Mailrooms will define their individual overall requirements.

5.4.2. Folders/Inserters – shall provide low to high volume document and envelope feeders with multi-sheet collation and fold modes to meet mailroom specification requirements. Mailroom requirements range from processing a few letters per minute/hour to several thousands of letters per hour. Mailrooms will define their individual overall requirements.

5.4.3. Sorters – shall count the number of pieces in a postal tray and have the ability to sort several hundreds to thousands of pieces per day. Sorters shall leverage postal discounts and report mailing cost statistics. Mailrooms will define their individual overall requirements.

5.4.4. Printers – shall provide options for various mailroom requirements to meet mail addressing, barcoding and postage printing. Each mailroom will specify their pages/minute, size, thickness, resolution and type of media such as: extra-thick card stock, polyester, magnetic media, transparency films ranging in sizes ranging from 3" x 5" to 13" x 52".

5.4.5. Handheld scanners – shall be able to be used to receive and process all types of mail with barcoded technology (2D and 3D) that allows traceability of items which are sent and received a mailroom or facility. Scanners shall be downloadable to a receipt/delivery program which can be standalone or integrated technology that allows storage of information, printability, and allows for ease of data downloads and research. Receiving program should have editable fields that can be created for ease of sorting by the following methods: Tracking number, Facility/VA Purchase Order Number, Item number, Address (Sender/Receiver), date, or other identifying methods as required by the facility.

5.5. Maintenance Support Requirements

All technology, hardware, software and associated components of Contractor provided solution(s) shall include maintenance and support services.

5.5.1. Contractor maintenance shall include preventative maintenance at manufacturer-recommended intervals. Contractor shall submit a planned/projected maintenance schedule to be complied with and monitored by the COR.

5.5.2. The Contractor shall follow standard commercial practices to furnish manual(s), handbook(s) or brochure(s) containing operation, installation, and maintenance instructions, including pictures or illustrations, schematics, and complete repair/test guides, as necessary, for technical equipment and devices, and/or other technical and mechanical equipment. The manuals, handbooks or brochures shall be provided in hard copy, soft copy or with electronic access instructions, consistent with standard industry practices for the equipment or device. Where applicable, the manuals, handbooks or brochures will include electrical data and connection diagrams for all utilities. The documentation shall also contain a complete list of all replaceable parts showing part number, name, and quantity required.

5.5.3. The contractor shall provide complete remedial and preventive maintenance for the components of the installed solution.

5.5.4. The contractor shall provide all replacement component parts as required to meet original equipment performance at no additional cost to VA.

5.5.5. The contractor shall provide an affixed label to equipment which identifies equipment make, model, device serial number, mail meter serial number and equipment service support and contact information.

5.5.6. The contractor shall employ Field Service Engineers (FSE) that are fully trained, qualified and certified to provide maintenance services and shall maintain personnel in sufficient numbers to provide service and maintenance support in accordance with the submitted maintenance schedule.

5.5.7. Contactor shall be available to handling general questions regarding machine operation, maintenance, warranty, service and related issues. VA personnel shall be able to access Contractor service technicians via a toll-free number, Monday through Friday business days between the hours of 8:00 AM and 8:00 PM, Eastern Standard Time. Specific Service Level Agreements (SLA) requirements will be defined with individual Task Order awards.

5.5.8. The contractor shall maintain a record of all service calls, including the following minimum level of information: Date and time the service call is received/resolved, location of equipment, name and phone number of the person reporting the problem, meter serial number, equipment serial number, description of the problem reported, response time, meter balance, final diagnosis of the problem and date and time of the final corrective action.

5.5.9. When a pattern of excessive repairs or other frequent operational problems/malfunctions occur, the contractor shall replace the malfunctioning equipment, accessory, or software component. The term “excessive repairs” means two or more service calls in a single month, not including preventative maintenance calls.

5.6. Delivery, Installation, Operational Readiness and Transition Requirements The contractor shall install and make fully operational the mailing solution, including all accessories as ordered. The contractor shall be responsible for all costs associated with relocating or re-shipping any mis-delivered solution components. At the expiration or termination of the lease the contractor shall at no cost to the Government, remove and pick-up equipment from the Government facility. Media (i.e. hard drives, flash drives, memory devices) must be removed from the equipment, secured and managed with return authorization approved by the COR within five (5) business days within expiration or cancellation of Task Orders or IDIQ contract.

5.6.1. The contractor shall complete delivery, installation, configuration, testing and operational readiness as defined at the order level. (The government COR or local government Mailroom Manager shall provide the contact name(s), address(s), telephone number(s), and prioritized delivery locations at time of task order award.)

5.6.2. The contractor shall contact the receiving site to schedule delivery and installation as defined at the order level.

5.6.3. The contractor shall install and make fully operational the mailing solution(s), including all accessories as ordered.

5.6.4. Establish reliable internet connectivity to provide postage meter replenishment and rate change updates. If applicable, contractor is to fully test remote diagnostics and troubleshooting as part of Mail System operational readiness.

5.6.5. Contractor shall provide one (1) hard copy and an electronic version of the operator’s manual and job aid(s).

5.6.6. The contractor shall remove trade-in components, old or discarded equipment from the installation site immediately after the new solution is installed and fully operational. This is done at no cost to VA. Any equipment to be removed from a VA facility will be identified at the order level.

5.6.7. Transition activities and equipment shall have associated authorities and signed receipts which can be reconciled, noted and administrated to protect all parties. Media (i.e. hard drives, flash drives, memory devices) must be Media (i.e. hard drives, flash drives, memory devices) must be removed from the equipment, secured and managed with return authorization approved by the COR within five (5) business days within expiration or cancellation of Task Orders or IDIQ contract.

5.7. Material and Supply Requirements

5.7.1. The contractor shall provide, at time of delivery, an initial thirty (30) business day stock of supplies sufficient for the installed Mailing System. The 30-day stock of supplies shall include ink, meter tape, sealing solution and any other system specific supplies sufficient for 30 business days of moderate use for the Mailing System installed.

5.7.2. The contractor shall have access to an inventory of parts and consumable supplies in quantities sufficient to perform under resulting order. The contractor must have an inventory system and delivery system for the parts and consumable supplies.

5.8. Training Requirements

5.8.1. The contractor shall provide training at User site(s) to at least one key operator and one alternate for each solution installed.

5.8.2. The contractor shall provide and complete key operator training within two days of the solution’s installation.

5.8.3. The contractor shall schedule training in coordination with the local Mail Manager or COR. Training shall include ad-hoc and web-based opportunities.

5.8.4. Training shall cover, at a minimum, the following operations: proper operation of the solution component(s), replacement and ordering of supplies, performance of routine tasks such as daily maintenance, adding postage to the meter, reporting of mail volumes and costs, locating a component’s model and serial numbers, meter serial number, and placing a service call.

5.9. Post Award Meeting

Within ten (10) business days after Contract award, the COR shall schedule a Post-Award ‘Kick-Off’ meeting to be held with the Government and Contractor representatives. The intent of the meeting is to initiate the communication process between the Government and Contractor to ensure an open line of communication is established between key personnel (i.e. Contractor contract representative, Contractor Technical Staff, Contract Mailroom Lead and government Contracting Officer Representatives).

5.10. Deliverables

Deliverable associated to this PWS are the following:

A. Contract activities: new TO awards, TO cancellations or any modification to TO/contract status – due within first five (5) business days of each month B. Monthly Service and Maintenance Calls roll-up report (identified by device serial number) for the preceding month – due within first five (5) business days of each month C. Risk and Issue Report of overall contractor provided equipment (identified by device serial number), services and support – due within first five (5) business days of each month D. Overall invoice detail and roll-up of all costs associated to this IDIQ and TOs of overall contractor provided equipment, services and support – due within first five (5) business days of each month

Each TO awarded will have the option to add additional deliverables. Those TOs will define the deliverable(s), schedule and identify specific surveillance criteria.

The contractor shall provide all deliverables identified in the PWS and individual TOs using Microsoft Office formats. All deliverables shall be compliant with Section 508, 1998 Amendment to the Rehabilitation Act of 1973 according to the requirements for each such deliverable.

6.0 Contractor Performance

The contract performance will be monitored by the COR, who ensures all contractual obligations are being met. Any issues or contractual disputes will be forwarded to the Contracting Officer (CO) via the COR. (is there a monetary penalty which could be applied here?)

The contractor’s performance on this PWS and all TOs will be reported to the Contractor Performance Assessment Reporting System (CPARS) on an annual basis. The CO and COR will make use of information from TO Performance Evaluations, as well as any additional knowledge and information available to them with respect to the contractor’s performance, to complete the CPARS. Contractors shall familiarize themselves with the CPARS process and be prepared to respond to reports entered by the CO and COR.The contract performance will be monitored by the COR, who ensures all contractual obligations are being met. Any issues or contractual disputes will be raised, documented and provided to the Contractor for resolution. In turn, the COR will forward disputes and resolution plans to the VA Contracting Officer. The facility COR serves as the certifying official for invoices relating to this contract.

7.0 Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI) No government Furnished equipment will be utilized in the execution of this contract. All equipment will be provided for by the contractor and leased by the government. If GFI is required those items will be facilitated at the order level.

Appendix A - VA Agency Mail Expenditures

Piece

Piece

United States Postal Service - Letters/Flats

United States Postal Service - Packages

Expedited Services - FedEx

Expedited Services - UPS

Other Couriers

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