DOC52PAPT1500005_END_USER_SUPPORT_SERVICES_SOLICITATION.pdf

Solicitation No: DOC52PAPT1500005

SECTION B – SUPPLIES OR SERVICES AND PRICES/COSTS

This is a total 100% small business set aside requirement. The North American Industry Classification System (NAICS) code associated with this requirement is 541513 - Computer Facilities Management Services, and the associated small business size standard is $27.5 million.

B.1 Period of Performance

Base Year (CLINs 0001-0009) Effective date of contract award through twelve (12) months

Option Year 1 (CLINs 1001-1008) Twelve months after expiration date of Base Year

Option Year 2 (CLINs 2001-2008) Twelve months after expiration date of Option Year 1

Option Year 3 (CLINs 3001-3008) Twelve months after expiration date of Option Year 2

Option Year 4 (CLINs 4001-4008) Twelve months after expiration date of Option Year 3

Option Year 5 (CLINs 5001-5008) Twelve months after expiration date of Option Year 4

Option Year 6 (CLINs 6001-6008) Twelve months after expiration date of Option Year 5

B.2 Maximum Contract Limitation

The maximum cumulative ceiling value in this procurement, including both Time and Material (T&M) and Firm Fixed Price (FFP) Contract Line Item Numbers (CLINs), is established at To Be Determined (TBD) at contract award. The contractor shall not make expenditures nor incur obligations in the performance of this contract that exceed the ceiling price specified herein, except at the Contractor’s own risk.

B.3 Schedule of Prices

The Contractor shall provide all labor required to support the tasks awarded under this contract, utilizing the labor categories and rates specified in Attachment 1 (Labor Categories Description and Rates). The following tables specify the maximum obligation of the Government. The labor categories and their descriptions are provided in Attachment 1.

CLIN Base Year Description Qty. Unit Unit Price

Up to Est.

Hours

Est.

Ceiling Price

The Contractor shall furnish the Government with End User Support Services.

The labor categories and their descriptions are provided in Attachment 1 (See Note (a) below for CLIN pricing instructions).

245,000

CLIN 0001 Not-to-Exceed Total Cost

Necessary Material Equipment & Travel. ODCs will be defined & approved by CO, COR or TOM as needed. The supplies and travel will be listed on individual task orders and procured on a cost reimbursable basis. (See Note (b) below for CLIN pricing instructions).

Qty. Unit Unit Price Total Fixed Price

0003 Authorization & Assessment (formerly Certification & Accreditation (C&A)) 12 Mo 0004 Desktop Field Support 12 Mo 0005 Technical Writing /Documentation 12 Mo 0006 Release Control Branch 12 Mo

Qty. Unit Fixed Price 0007 Desktop Deployments 1 Each 0008 Desktop Moves 1 Each

Qty. Unit Fixed Price 0009 Transition Period 1 Each

CLIN Option Year One Description Qty. Unit Unit

Up to Est.

Hours

Est.

Ceiling Price

The Contractor shall furnish the Government with End User Support Services.

The labor categories and their descriptions are provided in Attachment 1. (See Note (b) below for CLIN pricing instructions)).

269,500

CLIN 1001 Not-to-Exceed Total Cost

Necessary Material Equipment & Travel. ODCs will be defined & approved by CO, COR or TOM as needed (The supplies and travel will be listed on individual task orders and procured on a cost reimbursable basis). (See Note (b)

1003 Authorization & Assessment (formerly Certification & Accreditation (C&A)) 12 Mo 1004 Desktop Field Support 12 Mo 1005 Technical Writing /Documentation 12 Mo 1006 Release Control Branch 12 Mo

Qty. Unit Fixed Price 1007 Desktop Deployments 1 Each 1008 Desktop Moves 1 Each

CLIN Option Year Two Description Qty. Unit Unit Price

Up to Est.

Hours

Est.

Ceiling Price

The Contractor shall furnish the Government with End User Support Services.

The labor categories and their descriptions are provided in Attachment 1 (See Note (b) below for CLIN pricing instructions).

296,450

CLIN 2001 Not-to-Exceed Total Cost

Necessary Material Equipment & Travel. ODCs will be defined & approved by CO, COR or TOM as needed (The supplies and travel will be listed on

2003 Authorization & Assessment (formerly Certification & Accreditation (C&A)) 12 Mo 2004 Desktop Field Support 12 Mo 2005 Technical Writing /Documentation 12 Mo 2006 Release Control Branch 12 Mo

Qty. Unit Fixed Price 2007 Desktop Deployments 1 Each 2008 Desktop Moves 1 Each

CLIN Option Year Three Description Qty. Unit Unit Price

Up to Est.

Hours

Est.

Ceiling Price

The Contractor shall furnish the Government with End User Support Services.

The labor categories and their descriptions are provided in Attachment 1 (See

326,095

CLIN 3001 Not-to-Exceed Total Cost

Necessary Material Equipment & Travel. ODCs will be defined & approved by CO, COR or TOM as needed (The supplies and travel will be listed on

3003 Authorization & Assessment (formerly Certification & Accreditation (C&A)) 12 Mo 3004 Desktop Field Support 12 Mo 3005 Technical Writing /Documentation 12 Mo 3006 Release Control Branch 12 Mo

Qty. Unit Fixed Price 3007 Desktop Deployments 1 Each 3008 Desktop Moves 1 Each

CLIN Option Year Four Description Qty. Unit Unit

Up to Est.

Hours

Est.

Ceiling Price

The Contractor shall furnish the Government with End User Support Services.

The labor categories and their descriptions are provided in Attachment 1 (See

358,705

CLIN 4001 Not-to-Exceed Total Cost

Necessary Material Equipment & Travel. ODCs will be defined & approved by CO, COR or TOM as needed (The supplies and travel will be listed on

4003 Authorization & Assessment (formerly Certification & Accreditation (C&A)) 12 Mo 4004 Desktop Field Support 12 Mo 4005 Technical Writing /Documentation 12 Mo 4006 Release Control Branch 12 Mo

Qty. Unit Fixed Price 4007 Desktop Deployments 1 Each 4008 Desktop Moves 1 Each

CLIN Option Year Five Description Qty. Unit Unit Price

Up to Est.

Hours

Est.

Ceiling Price

The Contractor shall furnish the Government with End User Support Services.

The labor categories and their descriptions are provided in Attachment 1 (See

394,575

CLIN 5001 Not-to-Exceed Total Cost

Necessary Material Equipment & Travel. ODCs will be defined & approved by CO, COR or TOM as needed (The supplies and travel will be listed on

5003 Authorization & Assessment (formerly Certification & Accreditation (C&A)) 12 Mo 5004 Desktop Field Support 12 Mo 5005 Technical Writing /Documentation 12 Mo 5006 Release Control Branch 12 Mo

Qty. Unit Fixed Price 5007 Desktop Deployments 1 Each 5008 Desktop Moves 1 Each

CLIN Option Year Six Description Qty. Unit Unit Price

Up to Est.

Hours

Est.

Ceiling Price

The Contractor shall furnish the Government with End User Support Services.

The labor categories and their descriptions are provided in Attachment 1 (See

434,033

CLIN 6001 Not-to-Exceed Total Cost

Necessary Material Equipment & Travel. ODCs will be defined & approved by CO, COR or TOM as needed (The supplies and travel will be listed on

6003 Authorization & Assessment (formerly Certification & Accreditation (C&A)) 12 Mo 6004 Desktop Field Support 12 Mo 6005 Technical Writing /Documentation 12 Mo 6006 Release Control Branch 12 Mo

Qty. Unit Fixed Price 6007 Desktop Deployments 1 Each 6008 Desktop Moves 1 Each

(a) For CLIN 0001 and if options are exercised, CLINs 1001, 2001, 3001, 4001, 5001 and 6001, the Government reserves the right to order all or any combination of labor categories specified in Attachment 1, during the applicable period of performance. Offerors are to provide a completed Attachment 1(Labor Categories Description and Rates) for the Base and each option year. Offerors are to provide fully burdened Offsite and Onsite rates. Attachment 1 will be used to price the following tasks, which comprise CLIN 0001, and corresponding option CLINs: (1) Warehouse Operations Support, (2) Audio Visual Support, (3) Test & Evaluation Hardware Support, (4) Security Operations & Enterprise Monitoring, (5) Inventory Support Team, (6) Network Operations & Maintenance, (7) Network Cabling, (8) Collaboration Services and Support, (9) Remote Site End User Support, and (10) Electronic Business Center Support;

all of which will be ordered on a task order level basis. Total cost for each CLIN shall not exceed the Total Cost proposed by vendor.

(b) CLIN 0002 and if options are exercised, CLINs 1002, 2002, 3002, 4002, 5002 and 6002, are for Other Direct Costs (ODC) such as but not limited to supplies, travel, etc. required under this Contract and shall be provided on a cost reimbursement basis, in accordance with the Contractor's usual accounting procedures, consistent with Part 31 of the Federal Acquisition Regulation (FAR) and Federal Travel Regulations (FTR). When included as part of material costs, material handling costs shall include only costs clearly excluded from the labor-hour rate. Material handling costs may include all appropriate indirect costs allocated to direct materials in accordance with the contractor’s usual accounting procedures consistent with FAR Part 31. Contractors may elect to propose a material handling rate of 0% for the resulting contract. Any material handling rate proposed for the resulting contract shall not exceed a ceiling of 3% and must be proposed for the base year and each of the Six (6) option years. See Table One (1) below for historical usage data provided for the offeror’s reference.

(c) CLIN 0003 and if options are exercised, CLINs 1003, 2003, 3003, 4003, 5003 and 6003, are to be priced on a firm fixed price (FFP) basis. For CLIN 0003 and applicable Option CLINs, if the Offeror proposes to provide the services at no charge, the Offeror is to insert “No Charge” in the price column.

(d) CLINs 0004 - 0006 and if options are exercised, CLINs 1004-1006, 2004-2006, 3004-3006, 4004-4006, 5004-5006, and 6004-6006, are to be priced on a FFP, per lot, basis. See Table One (1) below for historical usage data provided for the offerors’ reference:

Table One (1): Frequency of Change, Service, and Incident Records per Year Total Number of Change, Service, and Incident Records Per Year

Desktop Deployments & Moves 2012 2013 2014 Other Direct Costs (Parts) $286,772.98 $294,947.68 $472,077.94

Desktop Field Support 2012 2013 2014 Incident Tickets 11,711 11,937 14,517 Change Request 2,195 1,587 429 Service Request 0 1,138 1,040 *Task Ticket 0 0 0485 Other Direct Costs (Parts) $399,812.31 $300,336.94 $281,565.55

Desktop Field Support – Group Printer Tickets 2012 2013 2014 Incident Tickets 426 228 420 Change Request 7 16 7 Service Request 23 2 5 *Task Ticket 0 0 0 Other Direct Costs $0 $0 $0

Warehouse Operations Support 2012 2013 2014 New Equipment Deliveries 77,718 33,580 92,301 Surplus Assets Shipped Out 27,075 30090 38,070 Surplus Assets sent to Scrap 3240 15,577 21,420 CD tagged Assets in the Warehouse 1st of each month 121,785 103,774 63,031 Assets Processed to Excess 50,232 27486 61,825 Tickets Assigned to Warehouse N/A N/A 2352 Work Orders N/A N/A 776 Incident Tickets N/A N/A 1,576 Hard Drives Delivered to Cage 48 0 0 Hard Drives Degaussed 3,418 12,445 4129

RMA Returns 296 685 470 Other Direct Costs (Lease of Space) $258,546.95 $246,865.09 $260,741.82

Technical Writing / Document Development 2012 2013 2014 Web Articles 227 463 482 Service Advisories 243 502 787 New Technology 0 0 100 eBiz Alerts 80 307 230 OSP Updates 16 346 304 SharePoint Modifications 61 100 96 Site Maintenance/Creation 23 3 0 Workflows 0 0 16 Forms 35 15 76 User Guides Creation 10 2 1 User Guides Update 15 14 4 Meetings/Minutes/Requests 185 181 211 PM After Hours Requests 0 31 22 Other Direct Costs $0 $0 $0

Test & Evaluation Hardware Support 2012 2013 2014 Service Requests N/A 197 175 Other Direct Costs $0 $0 $0

Cabling 2012 2013 2014 Other Direct Costs $1,509.98 $13,243.01 $16,048.38

Electronic Business Center Support 2012 2013 2014 Other Direct Costs $1,981.86 $1,794.23 $5,527.54

Release Control Branch Support 2012 2013 2014 Change Request 345 497 456 *Task Ticket N/A N/A 462 Other Direct Costs $0 $0 $0

*Task Tickets were not captured prior to 2014

(e) CLINs 0007-0008 and if options are exercised, CLINs 1007-1008, 2007-2008, 3007-3008, 4007-4008, 5007-5008, and 6007-6008, are to be priced on a fixed price basis per deployment or move. Offerors are encouraged to propose quantity discounts for the fixed unit prices which reflect lower unit prices based on the USPTO ordering different levels of moves and deployment in each year of the contract. See Table One (1) above.

(f) CLIN 0009 (Transition Plan): If Offeror does not intend to charge the USPTO, enter “NSP” under the “Base Year” column.

(g) The government anticipates awarding one year task orders but reserves the right to issue parcel year task orders.

B.4 Contract Type

The Government contemplates awarding a single hybrid Indefinite Quantity type, Performance-Based Acquisition Contract, consisting of T&M and FFP CLINs, as a result of this solicitation. This award will consist of a base year (effective date of award for one (1) year) and six (6) one (1) year options.

B.5 Task Order Structure

(a) The contract awardee (Contractor) shall have the capacity and capability to perform all aspects of the work identified in Section C, Performance Work Statement (PWS). Work to be performed under the terms of this contract will be awarded to Contractor by issuance of task orders (TO).

(b) Task orders may be a hybrid of FFP and level of effort TM orders for End User Support (EUS) efforts.

(c) Task orders will be performance-based and will include the performance metrics when issued.

B.5.1 Level of Effort Tasks

The Contractor shall perform all work and provide all required task order deliverables within the level of effort specified in Section B.3, Schedule of Prices. The Government intends to order up to the number of estimated direct labor hours specified under CLIN 0001 and all associated CLINs specified in Section B.3, during the contract base year and each option period, an amount which represents the Government’s best estimate of the level of effort required to fulfill its requirements. The Government anticipates a single award under this effort and these labor hours are the cumulative level of effort planned in each base and option year period (total of all labor hours on all awards resulting from this solicitation).

B.5.2 Labor Hour Pricing Rates

(a) All task orders will be priced in accordance with the labor categories and rates set forth in Attachment 1, Labor Categories Descriptions and Rates, which represents fully-loaded hourly rates for each skill classification. Fully-burdened labor rates include all direct, indirect, general and administrative costs and profit associated with providing the required skill. The fully-burdened labor rates include all labor and labor-related costs, such as, but not limited to, the following list of representative labor-related costs: salaries, wages, bonuses to include stock bonuses, incentive awards, employee stock options, stock appreciation rights, employee stock ownership plans, employee insurance, fringe benefits, contributions to pension, other post-retirement benefits, annuity, employee incentive compensation plans, incentive pay, shift differentials, overtime, vacation time, sick pay, holidays, and all other allowances based upon a comprehensive employee compensation plan. The use of uncompensated overtime is not encouraged. All hourly rates are based on a 40-hour work-week (ex. 1,920 hours per year or in accordance with the Contractor’s Cost Accounting Standards (CAS) Disclosure Statement), if available. The loaded hourly rates are ceiling price rates and the Contractor may, at its discretion, elect to propose lower hourly rates on a task by task basis.

(b) Government Site Rates. When performing at Government sites, the Contractor shall furnish fully-burdened labor rates. The Government will provide only office space, furniture, office equipment, and supplies as specified in each individual Task Order. Office equipment would include the use of personal computers and office automation software, to the extent that the Contractor personnel have been granted access to USPTO IT systems. For pricing purposes, offerors should assume Government provision of personal computers.

(1) Contractor Site Rates. When performing at a Contractor site, the Contractor shall furnish fully-burdened labor rates which include loads for office space and all normal supplies and services required to support the work.

This includes, but is not limited to, telephones, faxes, copiers, personal computers, postage (to include courier services such as Federal Express), ordinary business software (e.g., word processing, spreadsheets, graphics, etc.), normal copying and reproduction costs.

(c) Program Management Support Costs. Contract-level program management support costs are deemed indirect costs, and are therefore included in the total hourly labor rates for each task order, and encompass support for contract-level management, reporting requirements (See Section F) and related travel and meeting attendance costs associated with the Contractor’s program management staff, as it relates to overall management of the EUS program. These “program management” support costs are differentiated from individual task order “Task Manager I” or “Task Manager II” support costs, which are billed as direct costs against individual task orders for direct support to the effort performed under those task orders. This will result in direct billings at the task order level for labor hours in the “Task Manager” or “Project Manager” categories, to specifically support project management for the task order.

B.5.3 Rate Refreshment

(a) The labor rates are fixed for all contract year periods, however, the Contractor may submit a proposal reducing the fixed labor rates at any time during the life of this contract. The proposed labor rates for the out years for Option 1 – Option 6 should be all inclusive of any escalations. The Government will review these proposals and determine if the revised rates are realistic and in the best interest of the Government. If the rates are accepted, the Government will modify the contract by incorporating the new rates into the contract.

(b) At any time and throughout the life of the contract, at the request of either the Contractor or the Government, the Contractor may propose additional labor categories, rates and descriptions in addition to the Government labor categories. These additional labor categories, rates and descriptions will be negotiated on a case-by-case basis (See Section H.26 for process). The additional categories, rates and descriptions proposed, upon determination by the Government that they are fair and reasonable, will be incorporated by modification into the contract.

(c) Note: Current significant budgetary constraints demand that the impact on these constraints and ownership of the solution be shared throughout the public sector including its contractors. Offerors are asked to consider reduction of or elimination of costs/pricing of the escalation of labor hours during the performance of this contract.

B.5.4 Indirect Labor

Contractor employees who do not provide direct services to the Government under the EUS contract, but who instead provide support or contribute to the overall operation of the Contractor’s company, such as company management, accountants, attorneys, and other company-wide staff not specifically supporting the EUS program, are termed “indirect labor.” Indirect labor costs shall be included in the Contractor’s indirect pool. Task orders for any indirect labor shall not be issued under the EUS contract.

SECTION C – DESCRIPTION/PERFORMANCE WORK STATEMENT

C. 1 General

This Performance Work Statement (PWS) describes USPTO’s requirement for Information Technology (IT) End User Support (EUS) Services in support of the Office of the Chief Information Officer (OCIO).

C. 2 Definitions and Acronyms

(a) Deployment - Generally, a deployment is defined, for the purposes of this requirement, as the issuance, installation or replacement of any desktop, peripheral or component moved, delivered or installed into service by the Contractor.

These components shall be fully functional and configured in accordance with the current standards of the agency (this includes loading and testing all mandatory and optional software). The replacement of a desktop, peripheral or component by the Contractor must be equivalent to or exceeds current performance. If the customer has data files, documents, or other files on defective desktop hardware, or during a scheduled replacement, the Contractor shall ensure that such files (when not damaged) are transferred to the replacement computer.

(b) Microcomputer - The term “microcomputer” includes microcomputer, mini-tower, PC, desktop, laptop or notebook.

(c) Mobile Devices - The term “mobile device” is defined as a small computing device, typically small enough to be handheld, and is often referred to as Handhelds, Smartphones, Tablets, etc.

(d) Work Station consists of a Central Processing Unit (CPU), dual monitors, and printers.

(e) Untested means the hardware has yet to be tested by the Test and Evaluation Hardware (TEHW) group.

(f) See Attachment Six (6) for acronyms commonly used in this solicitation.

C. 3 Locations

The Contractor shall provide support to the following USPTO government locations in the performance of its contract.

(a) USPTO Headquarters – The location of the Headquarters is 600 Dulany St., Alexandria, VA 22314. This also includes several other USPTO locations in the general vicinity of USPTO Headquarters – see the list below:

CLC Carlyle Center 1925 Ballenger Avenue, Alexandria, VA 22314

CPL Carlyle Place Building 2051 Jamieson Avenue, Alexandria, VA 22314

CTH Carlyle Townhouse 551 John Carlyle Street, Alexandria, VA 22314

DKS Duke Street 2000 Duke Street, Alexandria, VA 22314

ETH Elizabeth Townhouse 550 Elizabeth Lane, Alexandria, VA 22314

JEF Jefferson Building 500 Dulany Street, Alexandria, VA 22314

KNX Knox Building 501 Dulany Street, Alexandria, VA 22314

MDW Madison Building - West Wing 600 Dulany Street, Alexandria, VA 22314

MDE Madison Building – East Wing 600 Dulany Street, Alexandria, VA 22314

REM Remsen Building 400 Dulany Street, Alexandria, VA 22314

RND Randolph Building 401 Dulany Street, Alexandria, VA 22314

(b) Terminal Center (Newington Warehouse) - the location of the Terminal Center is 8430 Terminal Road, Lorton, VA, 22079.

(c) Franconia Warehouse - located at 6808 Loisdale Road, Springfield, VA 22150.

(d) Randolph Square Building - located at 2800 S. Randolph Street, Arlington, VA 22206.

(e) Boyers Underground Storage Facility - 1137 Branchton Road, Boyers, PA 16020

(f) Regional Offices –include, but not limited to, the following locations:

(1) The Terminal Annex Federal Building at 207 Houston Street, Dallas, Texas 75202

(2) The Byron G. Rogers Federal Building at 1961 Stout Street, Denver, Colorado 80294

(3) The Elijah J. McCoy Office at 300 River Place S., Suite 2900, Detroit, Michigan 48207

(4) The Silicon Valley Office at 200 E. Santa Clara Street, San Jose, California 95113

(5) Temporary Site Addresses

i. Silicon Valley Office, 345 Middlefield Road, Building One, Second Floor, Menlo Park , CA 94025

ii. Santa Fe Federal Building, 1114 Commerce Street, 7th Floor, Dallas, TX 75242

*Some work specified in this PWS may be performed in Contractor offices using Contractor furnished equipment.

C. 4 Background

(a) The mission of the United States Patent and Trademark Office (USPTO) is to promote industrial and technical progress and to strengthen the national economy through the administration of laws and regulations related to United States patents and trademarks. USPTO conducts its mission by examining patent and trademark applications, issuing patents and registering trademarks, disseminating patent and trademark information to the public, and encouraging a domestic and international climate in which intellectual property can flourish. The agency is comprised of two major components – the patent organization and the trademark organization. The organizations are supported by business units comprised of engineers, scientists, attorneys, analysts and computer specialists and have a combined workforce that exceeds twelve thousand (12,000) Federal employees and approximately two hundred fifty (250) regional employees.

(b) USPTO is supported by an IT infrastructure of hardware, system software, and network communications deployed in support of its mission. The IT infrastructure provides access to application systems and office automation tools used in the performance of work processes.

(c) USPTO’s senior leadership has placed the availability of a consistent, available, and reliable network and data processing services as its top priority, as IT is the mission-critical enabler for every USPTO business function. The productivity level of patent and trademark operations is dependent on the performance of UPSTO’s IT systems. OCIO strives to ensure these IT systems are maintained and in a ready state for daily operations. The EUS contractor shall directly contribute to USPTO’s Operational Readiness through the provision of support services critical to the operations and maintenance of USPTO’s IT infrastructure.

C. 5 Description of Requirements (CLINs 0001-0008, and if options are exercised, 1001-1008, 2001-2008, 3001-

3008, 4001-4008, 5001-5008, and 6001- 6008)

(a) The Contractor shall provide solutions that meet or exceed the requirements and performance standards below in performing CLIN 0001-0008 and, if options are exercised, 1001-1008, 2001-2008, 3001-3008, 4001-4008, 5001-5008, and 6001- 6008). Attachment 1, Labor Category Descriptions and Rates, contains the labor categories and labor category descriptions that will be used in the performance of this contract for those requirements listed under CLIN

0001, and if options are exercised, CLINs 1001, 2001, 3001, 4001, 5001 and 6001. Offerors should also note that FAR Clause 52.219-14 LIMITATIONS ON SUBCONTRACTING (NOV 2011) will be incorporated, which specifies the percentage of work that must be performed by a small business concern when it receives a set aside reserved for small businesses under a contract for non-construction services. Under this clause, at least fifty (50) percent of the cost of contract performance incurred for personnel shall be expended for employees of the concern.

(b) This PWS is organized in the following manner, and apply to all IT support services required under this contract including, but not limited to:

1. Desktop Deployments and Moves (§C.6.2)

2. Desktop Field Support (§C.7.2)

3. Warehouse Operations Support (§C.8.2)

4. Audio Visual Support (§C.9.2)

5. Technical Writing / Document Development (§C.10.2)

6. Test & Evaluation Hardware Support (§C.11.2)

7. Security Operations & Enterprise Monitoring (§C.12.2)

8. Release Control Branch Support (§C.13.2)

9. Network Operations & Maintenance (§C.14.2)

10. Network Cabling (§C.15.2)

11. Collaboration Services and Support (§C.16.2)

12. Authorization & Assessment (A&A) (§C.17)

13. Remote Site End User Support (§C.18)

14. Electronic Business Center Support (§C.19, §C.20)

15. Future Requirements (§C.21)

(c) All IT support areas are introduced by a general description or a detailed description of the requirements and performance measures, which presently exist here at USPTO. The description is followed by a requirements section, which provides specific requirements applicable to the IT support services area. The Contractor shall provide solutions that meet or exceed the current environments of the discrete IT support areas, the specific requirements, and performance measures described therein.

(d) The USPTO is undergoing a project called Contact Center Modernization (CCM), in which the Electronic Business Center (EBC) task may eventually be transferred over to that project. In addition, Desktop Deployments and Moves may eventually be performed by the Government. In the event that this happens, USPTO will reevaluate the contract requirements at that time and make any necessary adjustments through negotiated modification(s). Specifics are not known at this time.

C. 6 Desktop Deployments and Moves (DDM)

C. 6.1 Desktop Deployments and Moves – Description

For the purpose of this PWS, a deployment can be defined as the issuance, installation or replacement of any desktop, peripheral or component moved, delivered or installed into service by the Contractor. These components shall be fully functional and configured in accordance with the current standards of USPTO (this includes loading and testing all mandatory and optional software). If replacing a desktop, peripheral or component, the replacement must be of equivalent or better performance. If the customer has data files, documents, or other files on defective desktop hardware, or during a scheduled replacement, the Contractor shall ensure such files (when not damaged) are transferred to the replacement computer.

C.6.2 Desktop Deployments and Moves – Requirements

(a) The Government will establish installation dates within three (3) days of request receipt. The Contractor shall:

(1) Support desktop deployments and moves from 8:00 am to 5:00 pm local time.

(2) Check SharePoint for moves and deployments minimally once a day (at the end of each business day).

(3) Commit to a four (4) hour timeslot with the customer to complete installation.

(4) Deploy an average of thirty-one (31) workstations per week (average of 6.2 per business day). A workstation consists of a Central Processing Unit (CPU), dual monitors, and printer. For the purposes of calculating the number of workstations deployed per day, the following activities shall be considered equivalent to one (1) workstation deployment.

i. Three (3) peripheral delivery/set-ups (e.g. 21-inch LCD monitor to 21-inch LCD monitor , 24-inch LED Backlit monitor to 24-inch LED Backlit monitor ) to include replacements of like types/models).Two (2) peripheral upgrade replacements (e.g. 21-inch LCD monitor to 24-inch LED Backlit monitor).

ii. One (1) network printer and CPU installation/replacement.

(5) Move and surplus, on average, up to thirteen (13) desktop hardware units per day. A unit may be a workstation or a single stand-alone device, such as a network printer. The number of moves per business area per day is as follows: Pooled – thirteen (13) per day.

(6) Complete requests to move ten (10) or fewer desktop hardware units within one (1) day of receipt of new request work order in SharePoint provided that that request involves the movement of equipment to and from areas that are accessible via the concourse, thus eliminating the need for vehicular transport. Exceptions may be made if customer requests a later, specific move date.

(7) Support deployments, to include CPU/laptop replacements, moves, and surpluses, to the following warehouses listed in Table Two (2) below:

Table Two (2): Warehouse Locations

Warehouse Address

Franconia Warehouse 6808 Loisdale Road Springfield, VA

Newington Warehouse Terminal Center 8430 Terminal Road Lorton, VA

(8) Remove old workstation and peripherals at the time of deployment/replacement. Any exceptions to this must be confirmed via the Task Order Manager (TOM).

(9) Replace all approved items purchased by the government during the deployment unless the customer requests otherwise. Items include accessories, which may include network cables, speakers, mice, keyboards, etc. All items not used by customer shall be added to the spare parts inventory.

(10) Perform hardware/software-related services requested by the customer during deployments or replacements that require less than thirty (30) minutes to complete. In the event the service will exceed thirty (30) minutes, the Contractor shall create a change record for the customer to permit a technician to complete the request on a separate visit (e.g. move local printer from customer’s old PC to new PC).

(11) Support the government provided desktop hardware storage area as follows:

i. Log all hardware as it enters and leaves the storage area.

ii. Test all hardware as it arrives in the storage area. Label the hardware with a brief description of any problems identified during testing.

iii. Perform the quarterly asset certification.

iv. Label, box, and shelve speakers, cables, keyboards, and small peripherals.

v. Serve as the POC for any storage room hardware to be deployed or surplused.

vi. Sign in and out lockdown kit items (e.g., locks, cables, brackets, etc.).

vii. Staff the storage area Monday through Friday, from 8:00 am to 5:00 pm.

(12) Provide dedicated technical customer service follow up staff per site visit within one (1) day following a

PC/peripheral replacement/installation or move/relocation. The representative shall:

i. Follow up with customers regarding the replacement/installation/move process, answer any questions, and resolve any outstanding issues related to the replacement/installation/move.

ii. Provide a report to the Contractor’s Program Manager (PMger) regarding lessons learned during follow up for incorporation into the daily process. The PMgr will then provide this report to the Government TOM during the monthly status report.

iii. Leave a written message to include the purpose of the visit, contact information, and an indication that follow up will occur the next business day if a customer is unavailable during a visit. The representative shall revisit the customer for three (3) business days. If a customer is out of the office for an extended period of time after a replacement, it is the responsibility of the follow up team to ensure the customer is contacted upon returning to the office. If, after three (3) business days and a determination that the customer is not on leave or the representative is unable to receive a response from the customer, the representative shall consider the follow up to be complete.

(13) Retain the customer’s old PC (unless otherwise instructed by the TOM) after a replacement for five (5) business days in the event the customer experiences issues that require resolution with the old PC.

(14) Provide USPTO personnel the list of users who are unable to receive Saturday deliveries by noon for telework deployment.

(15) Update all telework depot stock laptops with images as images are released by USPTO.

(16) Configure, reset, and/or reconfigure telework routers in accordance with instruction provided by the TOM.

(17) Perform full functionality tests on all returned telework equipment.

(18) Conduct weekly quality control (QC) visits to all telework classrooms every Wednesday and follow up the next day to correct discrepancies found in the student and instructors’ computer equipment set(s).

(19) Provide a Kensington type lock down cable for any laptop or desktop delivered or installed into service for use within a USPTO building or leased space. The Contractor shall be responsible for scanning the laptop to the appropriate property custodian assigned to the user and location. The Contractor shall also provide the combination or key for the Kensington lock to the assigned user of the laptop.

(20) Resolve any problems associated with CPU/Universal Laptop (UL) laptop replacements, deployments, or moves within the Incident Ticket Response Time.

(21) Complete all service requests associated with the desktop computers or Universal Laptops. These requests may originate in the form of a service ticket and include, but are not limited to, hardware upgrades, local software installs, group printer installs/moves, printer, scanner, barcode readers (BCR), and other peripheral installs. Service request scheduling shall occur on a first come, first serve basis.

(22) Document all desktop deployment and move work performed in the appropriate task record and all customer communications in the appropriate problem, change, or task record in a timely manner, within one (1) business day or less.

(23) Do not close or resolve any change records without concurrence from the customer. The Contractor shall update SharePoint upon completion of work. Attempts to communicate with the customer shall be conducted via voicemail, email, or by physically visiting the customer’s office. Customer contacts shall be limited to three

(3) separate attempts over three (3) consecutive business days, unless the customer is out of the office. If the customer does not have phone or email and there is a designated POC, the Contractor shall contact the POC. If the Contractor is aware that the customer is out of the office, attempts to contact the customer shall be postponed until the customer returns to the office, unless otherwise directed by the Government TOM.

(24) All hardware and supplies provided under this task order must be approved by the USPTO Test and Evaluation (T&E) Hardware (HW)/Software (SW) team unless an exception is approved by the TOM. If the Contractor encounters unapproved HW or SW during a move, deployment or replacement, the TOM must be notified.

(25) Utilize mobile asset-tracking devices to record all hardware changes as soon as the change is completed. The Contractor shall not change an Information Technology Service Management (ITSM) ticket status to pending or closed until the scan is complete. Verification of successful scanning shall be completed by the following business day and any errors detected shall be corrected as appropriate. Asset pick up, drop off and delivery shall be managed through the existing USPTO Asset Management process.

(26) Utilize Knowledge Base, CSM and TELEWORK websites as they relate to the Telework and Customer Support & Monitoring Division (CSMD)/ Desktop Services Branch (DSB) support and as necessary, submit feedback to enhance usability.

(27) Provide “best effort” support to untested USPTO laptops and docking stations. Best effort is defined as within the set SLA (of 4 hours) but not beyond forty-eight (48) hours. The Contractor shall inform the customer and, if necessary, the TOM of status. Contractor shall attempt to set customer expectations at the time the ticket is serviced. Contractor shall attempt to work within the requirements of the appropriate Service Level Agreement (SLA) if possible.

C. 7 Desktop Field Support

C. 7.1 Desktop Field Support – Description

Desktop Field Support (DFS) hours shall be from 5:30 am to 12:00 am (midnight) local time of the requesting site, Monday through Friday with the exception of DFS and DDM Dispatch activity which occurs from 7:00 am to 6:00 pm, and from 5:30 am to 10:00 pm local time, Saturday, Sunday and Holidays (excluding Christmas Day, New Year’s Day and Thanksgiving). Scheduled group printer daily check support occurs between 7:30 am and 6:30 pm every day (excluding Christmas Day, New Year’s Day and Thanksgiving). Group printer hardware support occurs between 6:00 am – 6:00 pm every business day and group printer software and server administration support occurs between 7:30 am

– 6:30 pm every business day.

C. 7.2 Desktop Field Support – Requirements

(a) The Contractor shall maintain a minimum ninety-five percent (95%) customer satisfaction rating at all times. This translates to the Contractor receiving no more than five percent (5%) “re-opened” and “unsatisfactory” ratings. Ratings will be measured through the Customer Quality Check process. The rating levels given during the quality checks are outstanding, very good, satisfactory, unsatisfactory, and re-open.

(b) Whenever working on desktop equipment, the Contractor shall use a grounding strap to protect the equipment from Electrostatic Discharge (ESD) damage. The grounding strap should conform to the American National Standards Institute (ANSI) standards in regard to electronic overstress (EOS) /ESD Grounding. The strap should be tested for functionality on a regular basis (daily testing is recommended). In addition to the strap, all electronic components should always be stored in enclosed anti-static bags when not being handled.

(c) Any desktop, peripheral or component moved, delivered or installed into service by the Contractor shall be fully functional. If replacing a desktop, peripheral or component, replacement must be equivalent or of better performance, unless otherwise directed by the TOM.

(d) If a desktop or laptop computer is replaced or hard drive “re-baselined,” the Contractor shall use checklists that identify the primary steps in the process. The physically or electronically signed off technician checklist for each ticket involving the replacement of a desktop or laptop computer or “re-baselining” of a hard drive, shall be retained by the Contractor and made available upon request to the Government. For each ticket that involves replacing a customer’s computer or re-baselining the customer’s hard drive, the assigned Contractor’s technician shall be required to physically or electronically sign off that all steps have been properly completed and included at least the following items listed below;

(1) The correct ticket number.

(2) The identification of the correct USPTO baseline.

(3) Completion of the current OCIO identified post-Ghost steps.

(4) Placement into the correct Active Directory organizational unit (OU).

(5) Restoration of user data files and documents.

(6) The installation and configuration of additional approved software applications that were installed on the computer prior to failure or “re-baselining”.

(7) Any additional required steps as determined necessary by the Contractor and approved by the Government.

(e) The Contractor shall perform any additional required steps as determined necessary by the Contractor and approved by the Government as they relate to Desktop Field Support services. If the customer has data files, documents, or other files on the defective desktop hardware, Contractor shall ensure that such files (when not damaged) are transferred to the replacement computer or to the customer’s network home directory.

(f) For any desktop, peripheral or component moved, delivered or installed into service by the Contractor, the Contractor shall perform lockdowns as required. Any desktop, peripheral or component found by the Contractor that is not locked down shall have a ticket created to secure the items.

(g) The Contractor shall provide “best effort” support to untested laptops/docking stations (untested means the hardware has yet been tested by the Test and Evaluation Hardware group (TEHW)). For hardware related incidents, the laptop/docking station may be sent out to a third-party vendor for repair; if laptop operating system and/or drivers requested by customer are not available or not compatible, then Contractor shall provide an alternative recommendation to customer. Regardless, Contractor shall keep customer and, if necessary, TOM informed of the status. Contractor shall attempt to set customer expectations at the time the ticket is serviced. Contractor shall attempt to work within the requirements of the appropriate SLA if possible.

(h) The Contractor shall perform a RCA (root cause analysis) when requested by the TOM.

(i) The Contractor shall be responsible for resolving incidents associated with the desktop and laptop computers.

Contractor shall resolve ninety-five percent (95%) of incidents within four (4) hours of receipt of incident ticket. These commitments apply to all incidents assigned to the Contractor, unless otherwise stipulated in this Task Order (TO) or SLAs.

(j) The Contractor shall be responsible for monitoring, troubleshooting, and resolving all operational, hardware and software incidents associated with group printers, servers, and walk-up workstations. Contractor shall resolve group printer paper, paper jams and toner incidents within one (1) hour of being notified of a possible problem. The notification may be issued as an incident ticket or by an automated printer monitoring system such as Proscan. Group printer hardware incidents shall be handled within two (2) hours of notification; all other group printer related incidents handled by the Contractor shall be resolved within four (4) hours of notification.

(k) The Contractor shall be responsible for group printer system administration functions, which will include, but not limited to, the following:

(1) Re-starting drivers

(2) Upgrading to new Service Packs on request

(3) Maintaining local Contractor user account

(4) Creating/updating group printer server and walk up workstation baseline images

(5) Providing to USPTO a Toner and Paper inventory report on a bi-weekly basis.

(l) The Contractor shall complete new installations and moves of group printers. The installation/move shall be treated as a service request and shall fall under the commitments as defined below.

(m) The Contractor shall document all DDM and DFS work they perform in the appropriate incident/change/task record to include accurately using the record’s “Status” field (i.e. Assigned, Work in Progress, Pending, etc.), recording the number of assets deployed and the deployment type under the related assets tab, and ensuring the Category/Type/Item (CTI), Summary, Final Comments, and related asset is accurate for the work completed prior to closure. Contractor shall document all DDM and DFS customer communications in the appropriate incident/change/task record in a timely manner. Customer communication is defined as speaking to the customer, leaving a voice mail message for the customer, sending an email message to the customer, or leaving a work service form at the customer’s site.

(n) The Contractor shall be responsible for the receipt and tracking of all hardware shipped to the Contractor’s facility on behalf of the USPTO.

(o) The Contractor shall use mobile devices to scan and record all hardware changes as soon as the change is completed and update the task in the appropriate ITSM ticket.

(p) The Contractor shall pack and ship replacement hardware to the Boyers sites so that it will arrive within five (5) working days of the receipt of the problem ticket. Contractor shall include any necessary information regarding replacement hardware and instructions for the Boyers sites to pack and ship back the broken hardware. Contractor shall be responsible for packing, shipping (including charges) and tracking the equipment.

(q) The Contractor shall add paper, add toner, and clear paper jams for group printers as appropriate. Contractor shall order paper and toner and shall notify USPTO official when paper or toner is being replenished/ordered. When distributing the paper from central repositories, paper shall be unboxed and neatly stacked in group-printer offices.

Empty boxes and two-day or older print jobs should be labeled as “Trash” and placed near Trash bin to ensure timely trash pickup in group-printer offices. Contractor shall vacuum printers to ensure print jobs are clean and readable for Examiners (e.g. when toner is spilled).

(r) The Contractor shall perform a total of four (4) daily checks of individual group printers. These checks must be as close as possible to four (4) hours apart. The first run shall begin at or before 7.30 am and the last run as close to 6:30 pm as possible. On weekends and holidays, the Contractor checks each printer twice between the hours of 7:30am and 6:30pm. Additional reactive group printer checks above the required daily checks, shall be done to fix problems (e.g.

through the notification of an automated printer monitoring system such as Proscan or problem ticket, (see PWS Section C.14.2 (j)). A check is defined as:

(1) Printing a test print from the Walk-Up Workstation with user ID “XX,” where XX is the first and last initial of the technician’s name. The test print is Patent number "112233."

(2) Clearing jams that occur. If a jam occurs, print 3 test prints of Patent number "112233" to ensure jam will not reoccur. If jam occurs continually after clearing jam and printing test prints, contact helpdesk or dispatch team to create a problem ticket or escalate an existing problem ticket to the group printer hardware support staff.

(3) Completely filling paper tray if the paper falls below ½ full.

(4) Replacing toner when this status message occurs.

(5) Throwing out trash associated with group printer to keep group printer space organized. All two-day old printed patents not collected by the customer should not be thrown into the regular trash, but in the appropriately marked recycling bins that are processed by Building Services or other Office of Patent Information Management (OPIM) designated disposal containers.

(6) Completely, accurately, and legibly filling out the group printer log sheet, which is located on the printer. This includes technician initials, time of visit, time of departure, and status of printer at time of departure, problem, or service.

(7) Running Proscan from the walk-up workstation to check statuses of other group printers in area.

(s) The Contractor shall perform all group printer preventative maintenance visits at or near the recommended page count/maintenance cycle as recommended by the manufacturer. Each preventative maintenance visit performed for each group printer shall be documented with an ITSM ticket. The ITSM ticket shall be opened and updated on the day of the maintenance visit. It shall include which preventative maintenance cycle was performed, the printer location and name, and the services performed and parts replaced. The group printer log sheet located on/near the printer should be completely, accurately and legibly filled out identifying the ITSM ticket and services performed.

(t) The Contractor shall provide on-site desktop support (as necessary, e.g. when problem ticket or service request occurs) to the warehouses listed below in Table Three (3):

Table three (3): Warehouse Locations

Warehouse Address

Franconia Warehouse 6808 Loisdale Road Springfield, VA Newington Warehouse Terminal Center 8430 Terminal Road Lorton, VA

(u) The Contractor shall retain a customer’s old hard drive after a swap for ten (10) business days in the event the old hard drive is needed to resolve problems (e.g. data recovery).

(v) The Contractor shall provide on an as needed basis, after hour support, Monday – Friday (up until 12:00 Midnight) to USPTO executive Video Teleconference Facilities.