Attachment J-2 Fleet Management SOW.pdf

ATTACHMENT J-2

FLEET MANAGEMENT MAINTENANCE & SUPPORT SERVICES

STATEMENT OF WORK

1. Overview. The Court Services and Offender Supervision Agency (CSOSA) staff occupies eight locations through the District of Columbia. In order to effectively supervise clients and support CSOSA’s involvement in the community, CSOSA maintains a fleet of approximately 69 vehicles. Currently, all vehicles are Government Owned Vehicles (GOVs) and leased from the General Services Administration (GSA).

2. Fleet Management Maintenance and Support Services.

2.1 Software Support / Maintenance. The Contractor shall provide software support and maintenance of CSOSA’s Fleet Management System. Support shall include.

2.1.1 Licenses for CSOSA’s Web-based Fleet Management System Software. The Contractor shall provide FleetCommander Software-as-a-Service (SaaS) motor pool licenses for a total of 69 vehicles. The licenses shall include the following capabilities:

1. Vehicle Reservations;

2. Varying Access Control Levels to differentiate user access;

3. Vehicle Usage Information Management;

4. Driver Information Management;

5. Vehicle Maintenance and Repair Management;

6. Vehicle Traffic Violations Management;

7. Accident Management;

8. Reports;

9. Records Retention Capability; and

10. System Welcome / Home Page.

2.1.2 Technical Support for CSOSA’s Web-based Fleet Management System Software. The Contractor shall provide SaaS Annual Technical support for CSOSA’s licensed FleetCommander solution. Support shall include, at a minimum:

1. E-mail support;

2. Telephone support; and

3. Support Monday through Friday from 7:00 a.m. to 7:00 p.m. Eastern Standard

Time, exclusive of federal holidays, with an eight (8) hour response time.

2.1.3 Software Maintenance for the CSOSA’s Web-based Fleet Management System Software. The Contractor shall provide software maintenance for CSOSA’s Fleet Management System. Support shall include, at a minimum:

1. Contractor will provide Client access to all releases, updates, patches, service packs, improvements, and new versions of Licensed Software (“Updates”); and

2. Contractor shall provide support for the current and one prior release of the Licensed Software.

Attachment J-2 Statement of Work

2.2 Key Box & Kiosk Maintenance and Technical Support. Support and maintenance of the hardware shall be provided to ensure maximum availability to CSOSA. Key Box & Kiosk maintenance and technical support shall include the following:

2.2.1 Key Box Maintenance and Technical Support.

2.2.1.1 The Contractor shall provide maintenance, repair, and/or replacement of all key boxes during each period of performance of the award, i.e., 12-month base period and each of the three 12-month option periods, at no cost to the Government. Any required repairs or replacement of the key boxes shall be completed within two business days unless otherwise agreed to by the COR.

2.2.1.2 Support for the key boxes listed in the table below must be provided for the duration of the purchase order:

Location

800 North Capitol Street, NW, 2nd Floor, Washington, D.C. 20002 800 North Capitol Street, NW, 6th Floor, Washington, D.C. 20002 300 Indiana Avenue, NW, Suite 2056, Washington, D.C. 20001 633 Indiana Avenue, NW, 12th Floor, Washington, D.C. 20004 910 Rhode Island Avenue, NE, 2nd Floor, Washington, D.C. 20018 3850 South Capitol Street, SE, 2nd Floor, Washington, D.C. 20032 2101 Martin Luther King, Jr. Avenue, SE, 1st Floor, Washington, D.C. 20020 1900 Massachusetts. Avenue, SE, 3rd Floor, Washington, D.C. 20003

2.2.1.3 Support shall include:

1. Telephone support to evaluate, troubleshoot and test any Hardware that appears to have a defect.

2. Email support to evaluate, troubleshoot and test any Hardware that appears to have a defect.

3. A process for obtaining a Return Material Authorization (RMA) number from the contractor to initiate repairs of any hardware.

4. All help desk communications will be initiated by only CSOSA’s COR and/or CSOSA fleet management system administrator(s). The Contractor is responsible for providing a call back or email communication recognizing the request for assistance no later than two business hours from receipt of the call or email. The solution for resolving the issue identified shall be implemented within two business days of the initiator’s call or email unless otherwise agreed to by the COR.

Note: on-site support is addressed in section 2.4 below.

2.2.2 Kiosk Maintenance and Technical Support.

2.2.2.1 Support for the kiosks listed in the table below shall be provided for the duration of the purchase order:

Location

800 North Capitol Street, NW, 2nd Floor, Washington, D.C. 20002 800 North Capitol Street, NW, 6th Floor, Washington, D.C. 20002 300 Indiana Avenue, NW, Suite 2056Washington, D.C. 20001 633 Indiana Avenue, NW, 12th Floor, Washington, D.C. 20004 910 Rhode Island Avenue, NE, 2nd Floor, Washington, D.C. 20018 3850 South Capitol Street, SE, 2nd Floor, Washington, D.C. 20032 2101 Martin Luther King, Jr. Avenue, SE, 1st Floor, Washington, D.C. 20020 1900 Massachusetts. Avenue, SE, 3rd Floor, Washington, D.C. 20003

2.2.2.2 Support shall include:

1. Telephone support to evaluate, troubleshoot and test any Hardware that appears to have a defect.

2. Email support to evaluate, troubleshoot and test any Hardware that appears to have a defect.

3. A process for obtaining a Return Material Authorization (RMA) number from the contractor to initiate repairs of any hardware.

4. All help desk communications will be initiated by only CSOSA’s COR and/or CSOSA fleet management system administrator(s). The Contractor is responsible for providing a call back or email communication recognizing the request for assistance no later than two business hours from receipt of the call or email. The solution for resolving the issue identified shall be implemented within two business days of the initiator’s call or email unless otherwise agreed to by the COR.

Note: on-site support is provided under section 2.4 below.

2.3 Application / Infrastructure Support (CSOSA environment). The Contractor shall provide support to CSOSA, as required, to install and maintain the FleetCommander software in an operational state in CSOSA’s hosting environment. Support shall include:

1. Telephone assistance; and

2. Remote support and access, enabled and managed by CSOSA, to CSOSA’s hosted version of the FleetCommander software.

2.4 On-site Hardware Support.

2.4.1 Support for the key box and kiosk hardware listed in the tables above shall be provided for the duration of the purchase order.

2.4.2 The Contractor shall provide onsite support for key control hardware systems ("Hardware") including installation assistance and diagnostics. Support shall be provided during scheduled service windows as mutually agreed upon by the parties, and subject to availability of necessary parts and access.

2.4.3 CSOSA is responsible for maintaining a secure environment for the Hardware, including appropriate physical security, power, and network connectivity, ensuring that only authorized and trained personnel interact with the Hardware or associated systems, following all operational, maintenance, and security guidelines provided by the Contractor, not modifying, relocating, or tampering with the Hardware, wiring, firmware, or any associated systems without prior written authorization from the Contractor.

2.4.4 The Contractor shall not be liable for any system failure, loss of access control, security breach, data loss, or hardware damage resulting directly or indirectly from misuse or unauthorized modification of the Hardware by the Client or third parties under the Client’s control. Failure to follow maintenance or operational procedures identified by the Contractor or the manufacturer, the use of incompatible components, cabling, or software with the Hardware, and any environmental conditions such as electrical faults, water damage, or unauthorized access that are not the result of the Contractor’s negligence. Any Contractor support efforts needed due to the conditions identified in this section 2.4.4 are not authorized unless a funded modification to this purchase order is fully executed, i.e., signed by both the Contractor and the Contracting Officer.