SOW.docx

Statement of Work U.S. Customs and Border Protection (CBP) Office of Field operations National Targeting Center (NTC) Audio visual and Conferencing Equipment Preventive Maintenance and Repair Contract July 6, 2018

1.0 BACKGROUND

As CBP’s single point of reference for anti-terrorist efforts, the National Targeting Center (NTC) identifies potential risks to national security. The 24x7 facilities provide tactical targeting and analytical research for CBP officers and agents in the field. The NTC detects and prevents terrorists and terrorist weapons from entering the United States at and between ports of entry while simultaneously facilitating legitimate trade and travel.

2.0 Scope of Work

NTC is seeking contractors to provide inventory and preventive maintenance services of current audiovisual (A/V) equipment and the recommendation, service, and support of future A/V equipment to support NTC’s business needs, together with optional repair and live event services.

3.0 Description of Tasks and Deliverables

Preventive Maintenance/Equipment Inventory This task is intended to contract services to complete preventive maintenance (hereinafter “PMs”) and repairs to all audiovisual equipment.

Services provided at NTC include:

• Document presentations via document cameras

• Document annotation via monitor touch screens

• Video conferencing sessions

• Telephone conferencing sessions

• Audio streams via IP technologies to various endpoint locations on the local area network

Inventory Services include:

Contractor, on initial maintenance inspection, will update the inventory of AV equipment, and documentation of CAD integration documents provided by CBP, and provide an electronic copy to NTC in Microsoft CAD and Excel formats Contractor shall additionally provide an electronic copy of an annual schedule of PM services to be the required PMs.

This representative sample is subject to change: See Appendix A – List of current equipment

• Polycom

• Tandberg

• Crestron

• Room programming

• Large screen monitors

• Audio visual teleconferencing

• Audio visual room design and layout

• Microtile display walls

• Servers, connections, controls, switches and software to control AV equipment.

General Support Services include:

Contractor will assign as service coordinator for the life of the agreement. This includes incident management, oversight for the life of each ticket, service desk support, scheduling of site visits, troubleshooting, field service dispatching, parts ordering, and equipment repairs. Services include:

· Trained and certified audiovisual field service technicians with all training, experience and expertise needed to provide excellent quality services.\ Online Service Portal: TC will be provided access to a password protected service portal which will provide information on the status of open service tickets.

· Escalation Support: the contractor will provide management of escalation for problem resolution with manufacturers of NTC equipment and software as well as internal escalation,

· Software Updates and Upgrades: NTC will receive and have access to software

· updates and upgrades provided by the manufacturer for the equipment under contract.

· All software update and upgrade assistance may be coordinated through the contractor.

· Service desk support:

· Unlimited phone support

· Preventive maintenance checks and services on the schedule submitted.

· Guaranteed two hour phone response and two day service response, or one hour phone response and 8 hour emergency on-site response for emergencies

· Cost plus agreed markup on out-of-warranty equipment repairs

· Coordination of warranty repairs and/or returns and replacement.

· No charge for transportation of equipment to effect in-shop repair.

· No charge for installation of firmware and software updates on system components as needed to restore existing functionality.

· Consultation on system upgrades

· Detailed inventories of covered equipment

· Detailed repair history logs on covered equipment.

· Maintenance of CAD installation documents.

Service Levels and Response times

Preventive Maintenance (PM) Services Include:

PMs will follow the manufacturer’s recommended maintenance schedule for the equipment and if no manufacturer’s schedule is available will include at a minimum, cleaning, adjusting, aligning and checking all functions of each component within the system including but not limited to amps, processors, i/o devices, touch panels, Line/Mic inputs, speakers and CATV equipment.

Replacement parts will be included in this agreement non-exclusively as may be needed, and will be purchased separately by NTC from the contractor, at contractor’s invoiced price plus a mark-up specified in the offer. Proposals should include cost for preventative maintenance services, repair service cost and proposed markup on invoiced parts cost.

The operation of the system as a whole will be verified as functioning at its intended level of performance by the contractor. This includes minor adjustments as necessary. Any deficiencies must be noted, together with proposed action required to correct deficiencies and reasons these deficiencies are not corrected, If major adjustments are noted by contractor, and NTC determines these are necessary maintenance items outside the initial scope that must be repaired, the contractor will follow the Repair procedure.

Provide a PM report for each AV closet documenting all services performed, the status or health of each component, and any recommendations for replacement or additional maintenance.

PM schedules must be planned in advance and agreed to by the POC. NTC will notify security staff when the Service Provider will be on-site and provide access as may be required.

Warranty Parts Repair/Replacement include:

Some equipment may be repairable or replaced under the manufacturer's original warranty policy. The contractor will assist the customer to arrange return of the defective equipment to the manufacturer for service/replacement.

Repair and Event Services include:

If major adjustments are noted by contractor, and NTC determines these are necessary repair items outside the initial scope that must be repaired, the contractor will provide a service proposal for these repair services, and if written acceptance is provided, will schedule required downtime with the POC.

If requested, contractor will provide live event support at scheduled times, to ensure smooth delivery of prescheduled events using covered equipment and systems.

The contractor will recommend a small stock of critical spare parts to be procured and maintained on site. CBP will maintain the parts to expedite system repairs and to meet performance targets. A list of recommended spare parts and prices shall be attached to the pricing proposal.

Repair, parts and event services will be paid at rates given in the price proposal. When these services are recommended or requested, contractor shall provide a price proposal based on the agreed price schedule, and the services will be provided only after the proposal has received written acceptance from CBP. These services will be invoiced after completion.

Annual Business Review:

Sixty days prior to the contract anniversary date, contractor and NTC will schedule and review status, condition and performance of the Customer's equipment and software or needed adjustments to the service coverage prior to contract renewal.

All services and expendable parts needed to accomplish the PMs shall be included in the cost of this service. If repairs are required, Contractor shall provide NTC with a repair proposal including cost of labor and parts. Labor costs shall be at rates given in the rate schedule provided in the proposal, Parts cost shall be at Contractor’s invoice cost plus the markup provided in the proposal. Repairs shall not proceed without NTC written approval.

4.0 Staffing Requirements

The contractor shall provide all supervision, skilled and qualified personnel with the necessary level of expertise to support the task activities and requirements in this SOW.

5.0 Security Requirements

The contractor will comply with the administrative, physical, and technical security controls to ensure that Customs and Border Protection security requirements are met. Any required security clearances and/or signed non-disclosure/security agreements will need to be arranged and/or provided and will be coordinated through NTC Facility and Security Manager.

6.0 Other Details

Contractors Capability Statement: A description of the A/V services provided and A/V equipment supported by your organization, including installation, configuration, service, and support, with a corresponding rate/pricing schedule.

Past Performance: A description of two similar projects the offeror has successfully completed in the past five years, including a brief description of the services provided and equipment maintained.

Government-Furnished Supplies/ Equipment: CBP will provide limited on-site use of photocopiers, facsimile machines and telephones to accomplish the objective.

Execution: The work shall be executed in a diligent and workmanlike manner in accordance with statement of work, schedule, building codes, and within CBP rules and regulations.

Safety: Contractor shall be responsible for conducting work in a manner that ensures the safety of NTC employees and the contractor’s employees.

Work Hours: Unless otherwise agreed with NTC or its Contracting Officer’s Representative (COR), work shall be executed during normal business hours. Night, weekend or holiday work shall not be permitted except as arranged in advance with NTC or its Contracting Officer’s Representative (COR).

Housekeeping: The contractor is responsible to clean up daily after working hours; ensuring the work spaces or areas worked are brought to its original condition.

Premises: shall be kept clean and tidy, All reasonable efforts shall be made to avoid disruption to NTC work. Facilities shall be protected from damage. Contractor shall bear all costs of damages caused by contractor or his representatives.

7.0 Point of Contact

Name: Richard Oeur Title: Program Manager Telephone: 571-468-1892 Email: richard.oeur@cbp.dhs.gov

8.0 Proposal Format: Proposals shall be submitted in the following format:

Vendor Name

Vendor Address

BASIC SERVICES

Total cost

Inventory Services

General Support Services

Preventive Maintenance Services

Warranty Parts Replacement

Annual Business Review

Service Equipment & Parts Warranty

Other (describe)

TOTAL BASIC SERVICES

REPAIR SERVICES

Parts Inventory

Parts or equipment cost markup or fee above actual invoiced cost

Live event services ($/Hr)

Please attach resumes

· Audio-Visual Technicians

· Audio Engineers

· Video Projectionists

· Camera Operators

· Equipment set-up & testing

· Room maintenance services

· Programmer

BASE YEAR (eight months)

Option Year 1 (twelve months)

Option Year 2 (twelve months)

Option Year 3 (twelve months)

Total

Signature and title of Vendor official authorized to obligate the Vendor. Date