Attachment 1 DCAP SOW - 11 March 2020.docx_Redacted.pdf

Statement of Work

1.0 INTRODUCTION

1.1 The Department of Defense Education Activity (DoDEA), as one of only two

Federally-operated school systems, is responsible for planning, directing, coordinating, and managing pre-kindergarten through 12th grade educational programs on behalf of the Department of Defense. Approximately 15,000 employees are committed to providing world-class education for more than 72,000 military affiliated children. Preparing them for postsecondary education and/or career success and to be leading contributors in their communities.

1.2 DoDEA is globally positioned, operating 160 accredited schools in 8 districts located in 11 foreign countries, 7 states, Guam, and Puerto Rico. In North America DoDEA operates 52 schools located in seven states, Puerto Rico, and Cuba. In Europe and the Middle East, DoDEA operates 65 schools in Germany, England, Netherlands, Belgium, Italy, Spain, Turkey and Bahrain. In the Pacific, DoDEA operates 48 schools in Korea, Japan (mainland and Okinawa), and Guam. DoDEA also operates a fully accredited Virtual High School with its main office in Virginia and teaching hubs in Germany and Okinawa.

2.0 BACKGROUND

2.1 Prior to 2018, funding for computer replacements was not budgeted nor planned for, resulting in unpredictable quantities being purchased each fiscal year solely with end of fiscal year funds. This purchasing practice resulted in nearly 50% of the total fleet being out of warranty. Additionally, the total fleet exceeds the authorized allowance by more than 33,000 computers leaving the current device inventory at an unsustainable level.

2.2 The DoDEA Computer Acquisition Program (DCAP) was established in 2018 as a centralized computer lifecycle aimed at 100% replacement for computing equipment as systems near end of life and aligns with the authorized allowance. This effort ensures DoDEA students, faculty, and staff setup for success by equipping them with latest technology.

Attachement #1

3.0 SCOPE

3.1 The scope of this requirement is to encompass a wide variety of Information

Technology equipment that falls under DoDEA’s IT Life Cycle Replacement

Program. DoDEA requirements include, but are not limited to; personal computing devices of various form factors and performance specifications, as well as peripherals (input and output) for use in classrooms, offices, meeting rooms, and other collaborative areas in DoDEA schools and facilities worldwide. DoDEA requires:

3.1.1 Replacement of approximately 15-25% of end of life computers, peripherals, accessories, and device charging carts annually on a 4-5 year lifecycle program.

3.1.2 Introduction of new products as they become available. The parts listing will be revised to reflect changes in the market.

3.1.3 A minimum 4-year warranty, from date of acceptance, on all purchases items, with next business day onsite support for all DoDEA locations and/or item replacement within 5 business days.

3.1.4 Installation services to assist in unboxing, asset inventory, asset deployment, and packing material removal as stated in the task order.

3.1.5 Technical support to assist in equipment setup, deployment, imaging, and implementation of new equipment and/or technology as stated in the task order.

3.2 Computers purchased by DoDEA vary by form factor, performance specifications (i.e. RAM, Processor, Video requirements, Hardrive), and operating system. All specifications provided in the task order are commercially available.

3.3 The Device Charging Cart, commonly referred to as computers on wheels or

COW) is the central storage location for student laptops. They are spread throughout the school and provide physical security to the devices housed inside.

3.4 Peripherals and accessories are external devices that provide input and output for the computer or improve the user experience. Examples of peripherals and accessories commonly used by DoDEA are monitors, keyboards, mice, docking stations, protective covers, and headsets. The list of peripheral devices and accessories stated herein are not an all-inclusive list.

3.5 Substitutions: At no time will the contractor substitute equipment model replacements without prior written authorization from the

DoDEA Contracting Officer.

3.6 “White Glove” installation services:

3.6.1 White glove services refer to any additional logistical, technical, or engineering support required to fully deploy equipment.

3.6.1.1 Logistical Services may include unboxing and unpacking equipment. Removing and disposing of all trash and packaging material from site and properly disposal of all material. (Dumpsters will not be available onsite. Contractor must haul away all debris.)

3.6.1.2 Technical services may include assembly, setup, turn-on, configuring, deployment, onboarding, and/or testing of newly procured equipment/systems.

3.7 Engineering services may include consultation about new

technologies and or technical advisement/oversight to ensure new technologies are implemented correctly.

4.0 REQUIREMENTS

4.1 Laptops: Contractor shall provide laptop options that meet the specifications according to the salient characteristics as stated in the task order.

4.2 Desktops: Contractor shall provide desktop options that meet the specifications according to the salient characteristics as stated in the task order.

4.3 Tablets: Contractor shall provide hand-held computer options that meet the specifications according to the salient characteristics as stated in the task order.

4.4 Device Charging Carts - Contractor shall provide charging cart options that meet the specifications according to the salient characteristics as stated in the task order, and are compatible with the tablets and laptops defined in the task order.

4.5 Computer peripherals and accessories: Contractor shall provide peripherals and accessories that meet the specifications according to the salient characteristics as stated in the task order.

4.6 Power requirements: All devices purchased shall meet voltage requirements and be the appropriate plug type required for each location specified in the task order. All proposed laptops shall include the manufacturer's supplied auto switching 110/220V power supplies. The National Electrical Manufacturers Association (NEMA) cables provided for each destination shall be sufficient to operate on the host nation power supply (voltage, frequency, and amperage). External adapters, step up, or step down voltage transformers attached to the end of a power cord/power supplies are NOT acceptable.

4.7 Defective Products. If DoDEA receives a product and the product has a latent

(hidden) defect, upon notification of the defect, the contractor shall remove and replace the defective product. The replacement product must be the same or new version of the same model. The Government determines there is a systemic pattern

4.8

4.9 of defective products being delivered to DoDEA, upon discovery of a pattern when greater than 5% of the total products delivered are found to be defective. All products, that have been determined defective, shall be replaced by a different model product that meets or exceeds the stated specifications. The Government will not pay any additional cost for any product which exceeds the original specifications. In no circumstances will the Government accept a lower specification. No product may be substituted unless the Government approves the product substitution in writing.

Discrepancies/Problems with Original Equipment Manufacturer (OEM). The Prime contractor shall resolve all issues with equipment and/or deliveries with the OEM.

The contractor is responsible for timely product and/or delivery resolution when handling issues where the OEM is concerned. If the OEM comes to a site, a representative from the Prime contractor is also required to be on-site.

Contract Performance Assessment Reporting System (CPARs). The Contracting

Officer Representative will initiate a CPARs Report 30 days prior to the end of the basic contract period of performance and 30 days days prior to the end of each subsequently awarded contract option. The Government may initiate a CPARs anytime during the contract period if the contractor fails to meet the contract terms and conditions, a contract discrepancy report is issued, or the contractor is being

Terminated for Cause.

4.10 Asset Tagging and reporting.

4.10.1 The contractor shall apply asset tags on each computer at manufacturer's production facility or contractor’s warehouse. The asset tags shall contain

Contractor-specific equipment code, model number, serial number, MAC

Address, order number, and warranty period at a minimum.

4.10.2 Prior to placement on hardware, a sample of the asset tag shall be emailed to DoDEA Logistics for testing and approval within 14 business days of award. Specific instruction for Item Unique Identification (IUID) are contained in ATTACHMENT A.

4.10.3 The Contractor shall provide the Government electronic Reports in

Microsoft Excel format. The reports shall be emailed to the designated

Contracting Officer’s Representative (COR). All reports shall include the

Model number, serial number, Contractor-specific equipment code, order number, order quantity, order date, ship by date, actual ship date, shipping address, unit cost, processor code/name, system memory capacity, hard drive size, item description (i.e. desktop, laptop), and customer-defined fields such as unique asset tag number or internal helpdesk information.

4.11 Warranty: The warranty provided by the Contractor shall meet or exceed the minimum requirements detailed herein.

4.11.1 The contractor shall provide a 4-year warranty for all delivered items. The effective start date for all warranty items begins on the date the

Government accepts the equipment at the final destination. Accidental damage protection and repair shall be included as part of warranty coverage for the period of performance as defined in the requirements.

4.11.2 Federal Keep Your Hard Drive service shall be included for all devices on which data is stored for the period of performance as defined in the requirements.

4.11.3 The Contractor shall assume all warranty repair costs. Warranty repair costs include all parts, labor, materials, and shipping necessary to complete the repair.

4.11.4 The Contractor shall provide and maintain toll-free number availability 24 hours a day, seven days per week and 365 days per year for warranty repair service calls from DoDEA Information Technology (IT) support personnel throughout the contract and subsequent awarded option periods of performance.

4.11.5 The Contractor shall make available Government IT technical support staff submissions of warranty service requests online.

4.11.6 The Contractor shall maintain a web based portal for warranty status reports. The contractor shall provide copies of the warranty status reports to the Government when requested.

4.11.7 The Contractor shall develop a plan to track first-call resolution, to ensure warranty repair requests are resolved within five (5) business days of submission.

4.11.8 Onsite warranty repairs shall be conducted between the hours of 8:00 am and 4:00 pm local time.

4.11.9 The contractor’s technicians shall call the school and make an appointment with the designated point of contact. All contractors that enter the base shall wear a name tag that has the following: first, last, and company name.

4.12 Unescorted base access: The Contractor shall ensure warranty service providers obtain and maintain all necessary documentation for unescorted access into U.S.

military installations and applicable facilities identified in the delivery order.

4.12.1 Upon award of the task order, the contractor shall work with the designated regional points of contact to obtain guidelines on the proper procedures, paperwork, and/or process for contractor’s technicians to gain access to each base required by the contract.

4.12.2 Within 20 business days of award of task order(s) the contractor shall provide the designated point of contact for processing the following documents: completed background checks and base access applications for all technicians.

4.12.3 The contractor shall provide a master list of all technicians requiring access to the bases within 30 days of contract award. The list shall include the following information:

Technician Full Name

Company

Bases technician requires access to

Date base access was granted

Date base access expires (end of contract)

4.12.4 The contractor shall ensure the list is current and will notify the contract officer representative and the applicable region point of contact of any changes. The list should be updated to reflect all changes in personnel.

4.12.5 Upon hiring of new technicians, the contractor shall complete the base access request process within 10 business days of the start date of the technician.

4.12.6 The contractor shall immediately notify the contract officer representative and the regional point of contact of technicians that have been terminated so that their base access can be revoked. All base access credentials shall be retrieved and forwarded to the contracting officer representative.

4.12.7 Upon arrival to schools, technicians shall sign in and sign out at the front desk and adhere to all escort procedures established by each school.

4.13 Equipment reporting and trend analysis: Contractor shall provide monthly warranty ticket reports to the COR and IT Service Manager with trend analysis data and recommendations.

4.13.1 The contractor shall provide a monthly equipment discrepancy report by the first business day of every month for each of the delivery locations.

4.13.2 The report will be sent via email to the COR, DoDEA IT Service

Manager, and any other IT positions as identified by the COR.

4.13.3 The report will comprise of all warranty request tickets initiated by

DoDEA technicians during the previous month. At a minimum the report will include:

Service ticket number

Site or location

Date warranty ticket was opened

Date warranty ticket was resolved or closed

Equipment serial Number

Equipment model number

Description of the problem

Component replaced

Technician who serviced the ticket

4.13.4 The contractor shall conduct trend analysis on initiated warranty work requests and identify negative trends in the monthly report. DoDEA IT will work with the contractor and/or OEM equipment engineers, as necessary, to quickly resolve, provide workarounds, and/or mitigate any negative trends.

4.13.5 The contractor will conduct a monthly meeting, no later than 5 business days after the monthly report release, with the DoDEA COR, IT Service

Manager, and other representatives as necessary.

4.14 Project Management Support:

4.14.1 The Contractor shall designate a project manager for the duration of the contract and subsequent task orders to communicate with the Government representative for the performance of the work and logistical matters. The

POC shall be able to speak, read, write, and comprehend the English language in sufficient detail as to communicate basic work related information. The Contractor shall notify the COR if the Project Manager is no longer employeed with the contractor as soon as possible. The contractor shall appoint a new Project Manager with 30 days after COR notification.

4.14.2 The project manager shall manage all aspects of the projects directed by the contracting officer or contracting officer representative to include:

client, contractor and team communications and relations; staff and consultant mobilization; project plan development and implementation, tracking and monitoring; quality assurance, accounting, administration and logistics, in accordance with contract requirements and corporate guidelines.

4.14.3 The project manager shall provide email reports to the contracting officer representative for all deliveries and installations; the reporting will provide a snap shot of the status of all customer deliveries and installations occurring and will alert the contracting officer representative of potential issues or delays.

4.15 Equipment Shipping and Delivery:

4.15.1 Upon task order award and for each delivery, the contractor shall appoint a single point of contact (POC) to coordinate the delivery of equipment awarded by DoDEA.

4.15.2 The contractor shall provide a master delivery schedule which meets the delivery dates prescribed in the task order.

4.15.3 The contractor shall provide weekly updates on the delivery status to the contract officer representative (COR) and present any changes to the master delivery schedule.

4.15.4 The contractor will also be required to provide weekly e-mail reports to the COR every Friday NLT 5:00 PM EST. The report shall include the following information by site:

Locations which have shipped during the current week

Locations which are scheduled to ship during the next week

Issues, problems, or delays with any shipments

4.15.5 The contractor shall contact each facility POC no later than 30 business days after task order award to obtain special delivery instructions (i.e.

approved delivery window, availability of loading docks, and delivery vehicle instructions).

4.15.6 The contractor shall coordinate a delivery date/time directly with the facility POCs no later than 14 business days prior to the estimated delivery date.

4.15.7 The contractor shall provide email notification of shipment to the designated Government Project Manager (PM), COR, and school/facility point(s) of contact. The email will be sent no later than 24 hours prior to shipment. The email, shall contain the following information:

Carrier

Tracking number

Carrier tracking website

Carrier phone number

Item description

Serial or service tag number

Ship-to date

Estimated arrival date

4.15.8 In accordance with the task order, equipment shall be delivered directly to the schools/offices in the quantities and to the addresses specified. Any follow up to correct addresses to the locations outlined in the solicitation will be provided at the post award conference.

4.15.9 The contractor shall provide all equipment and personnel required for all unloading and inside delivery. The contractor shall make the proper arrangements for “inside” delivery of the entire purchase. As part of the delivery, the contractor shall ensure proper lifting equipment (such as equipment pallet jacks, forklifts, and/or truck lift gates) are available to safely offload equipment from the truck and transferred to a designated secure location within the facility.

4.15.10 If the agency elects to deploy any white glove services, the contractor shall:

4.15.10.1 Provide a master installation schedule which meets the delivery dates indicated in the solicitation.

4.15.10.2 Provide all labor, materials, power tools, and lifting devices to accomplish the work specified for installation.

4.15.10.3 Ensure all aspects of school facilities, especially flooring and school grounds, are protected from any scratches, scrapes or vehicle damage during installation and removal.

4.15.10.4 Perform work between 0730-1630 weekdays at the school site in the time zone of each school location, unless an alternative schedule is mutually agreed upon between the

Government and Contractor.

4.15.10.5 Ensure that all contractor personnel can obtain proper clearance and installation access.

4.15.10.6 The Contractor shall configure equipment and provide all required cables and/or hardware to setup up each system to a fully operational, fully functional level. All visible cable runs at point of install will be dressed in appropriate conduit systems.

ATTACHMENT A: UID Asset Tag

The Contractor shall provide Item Unique Identification (IUID) labels in accordance with Department of Defense I n s t r u c t i o n

8320.04 dated 3 September 2015 (see http://www.esd.whs.mil/Portals/54/Documents/DD/issuances/dodi/8320

04p.pdf?ver=2017-11-14-112321-713) The Contractor shall provide a long lasting and durable label on each of the computers (top, front, left corner, on flat surface). At a minimum, the label shall contain the following information (see approved sample below as guide):

□ Make/Model/Part Number

□ Serial and service tag number of the computer

□ A statement that identifies the contract and task order number

□ Warranty Period

The Contractor shall email a sample tag for testing and approval, prior to shipment to the following person:

Please contact for IUID assistance and problem reporting.

http://www.esd.whs.mil/Portals/54/Documents/DD/issuances/dodi/832004p.pdf?ver=2017-11-14-112321-713) http://www.esd.whs.mil/Portals/54/Documents/DD/issuances/dodi/832004p.pdf?ver=2017-11-14-112321-713)