Draft SOW Managed Multi-functional Device Services - FINAL.pdf

United States Department of State

Bureau of Intelligence and Research (INR)

Technology and Innovation Office (TIO)

Managed Multi-functional Device Services

Statement of Work (SOW)

August 22, 2024

1.0 INTRODUCTION

The Department of State’s (DoS), Bureau of Intelligence and Research (INR) is responsible for harnessing intelligence to serve U.S. diplomacy. INR provides value-added independent analysis of events to U.S. State Department policymakers; ensures that intelligence activities support foreign policy and national security purposes; and serves as the focal point in the State

Department for ensuring policy review of sensitive counterintelligence and law enforcement activities around the world. The bureau directs the Department’s program of intelligence analysis and research, conducts liaison with the Intelligence Community, and represents the Department on committees and in interagency intelligence groups. In today’s constrained fiscal environment and with increasing demand for services, INR recognizes the need to assess INR effectiveness, implement improvements to better meet customer needs, and create an infrastructure that will enable efficient execution of these services.

2.0 BACKGROUND

INR has a requirement to maintain a leased fleet of roughly 140 existing multifunctional devices. This contract will be encompassing of all parts, labor, on-site sustainment, consumable supplies (except paper), on-site Program Manager, and acquisition of new devices. It is the Government’s intention to initiate a

Base Year plus (4) year Option Periods, under GSA Contract FSC Group 36, Managed Print Services SIN

51-500, Operating Lease SIN 51-58a, and Maintenance Services SIN 51-57. This requirement will be set aside for Small Businesses.

3.0 OBJECTIVES?

The objectives of the required work are to deliver and install high-volume production printers which meet salient characteristics and subsequently ensure that those printers are kept in good working order. Service and support will be conducted by manufacturer-certified personnel and include all regular manufacturer-recommended preventative maintenance (PM) and repairs as required. Service and support will be provided and executed during business hours within the requirements herein and will include the maintenance and repair of equipment.

Business hours are defined as 8:00am through 4:00pm local time Department of State, Harry S. Truman building, Washington, DC Monday through Friday and on call support on weekends and federal holidays.

3.1 SCOPE

This contract is a 60-month operating lease (base and four option years) composed of equipment, equipment monitoring, supply delivery, on-site repair, on-site management, all labor and preventative maintenance of at least 140 multi-functional devices enabling the Bureau of Intelligence to deliver intelligence and inform diplomacy.

3.2 PLACE OF PERFORMANCE

Performance will occur at the INR/TIO workspaces in Suite 6510 (and areas identified to service the user community) of the Harry S. Truman building, 2201 C St NW, Washington, DC 20037.

3.3 PERIOD OF PERFORMANCE The period of performance shall be a base period of 12 months with four 12-month option periods.

3.4 ON-SITE SUPPORT PERSONNEL

The contractor shall provide on-site management staff, with a minimum of a Top Secret / Sensitive

Compartmented Information clearance not to expire during the length of the contract, to oversee the assigned resources and enable rapid resolution of day-to-day service delivery issues. On-site personnel shall be required on site during the hours of operation outlined in section 4.6.

Program Manager:

The Program Manager shall provide support services ensuring efficient workflow by monitoring usage, inventory management and tracking usage. Helps determine processes and equipment to be used in printing, copier, and scanning services, with the emphasis on customer satisfaction, cost effectiveness, and professional support.

4.0 GENERAL REQUIREMENT

The Contractor shall provide all management, personnel, equipment, supplies, transportation, tools, materials, supervision, parts, consumables, and other items necessary to supply and ensure the continuous operation of high-volume production printers including performing manufacturer-recommended preventive maintenance, additional repairs and service as covered under the manufacturer warranty, and on-site training in accordance with the Statement of Work (SOW).

4.1 SUSTAINMENT REQUIREMENTS

4.1.1 DEVICE MAINTENANCE AND REPAIR OVERVIEW:

The contractor shall provide full-service maintenance which includes supplies (excluding paper) for all

INR MFP’s (servicing a total of approximately 180 devices). The contractor shall provide maintenance and repair services, which may include the replacement of any other parts that are unserviceable, Monday through Friday during regular business hours. The contractor shall provide all consumable parts;

developer and toner at yields set by the manufacturer. Must perform a preventative maintenance and support as required at the time reported by each unit. The contractor shall provide routine service of equipment. Time expended on routine service shall consist of examination, minor adjustment, cleaning and lubricating of the equipment. All lubrication frequencies and types of lubricants must meet the manufacturer’s specifications. Any repairs or replacement of equipment is to be considered as additional time beyond that is required for routine service. Maintenance must be performed by Authorized vendors, provide “Letter of Supply” from manufacture, and service tech certification from manufacturer.

Maintenance pricing and coverage for MFP’s at INR is listed in Pricing with unlimited copies including

Color and Black and White Devices. Maintenance includes all parts, labor, and toner (does not include paper).

4.1.2 DEVICE MAINTENANCE ACTIVITIES:

Preventive Maintenance (PM). PM calls must be scheduled at least 30 days in advance with the

Contract Officer Representative (COR). All routine PM will be performed by manufacturer-certified technicians. PM is defined as:

• Machine Cleaning. Technician shall conduct full machine cleaning. Cleaning tools and techniques will include vacuuming and using lint-free cloths, in addition to other methods as appropriate or required.

• Accessory Cleaning and Inspection. Technician will check and clean accessories, replacing any parts as needed, including the paper deck feed roller, document feed roller, separation belts, DF belt, sorter/finisher bins, proper shifting of bins, stapler, staples, and staple positioning.

• Cleanliness. Clean all covers inside and out, removing any substances such as lubricants, smudges, toner, etc.

• Visual Inspections. Technician will conduct full machine visual inspection and manufacturer recommended maintenance to identify any routine replacement of wear-and-tear parts to include: optics and optics cavity transport, including fuser/fixing unit bearings, bushings, sensors, rollers, oils and web, processing unit: drum, cleaning units, blade, seals, spacers, bearings cassettes and bypass unit electrical/mechanical on interior of equipment. Contractor shall communicate with the COR all identified necessary replacement of parts that are not covered under warranty prior to any adjustments onsite and/or schedule for a later date.

• Assembly Adjustments. Technician will adjust assemblies (corona wires, casings, and grids) to manufacturer specifications, reset internal settings as needed, and clears all jam counters, ensuring all activities have been recorded on the machine history card.

• Miscellaneous Adjustments. Technician will check and adjust as necessary the proper height adjustments, skew adjustments, and one- and two-sided operations.

• Post Service System Test. Following PM actions, the technician will test the Systems for proper operations including:

o Functional Operations Check. Technician will check operation of all cassette bypass trays, paper decks, and finishers as well as operations of two-sided mode, and ensure all features are functional.

o Documentation of PM Performed. Technician will produce test copies, that identify: proper copy quality, even density, registration, lead edge, and side blanking, make the necessary adjustments. Additionally, the test copies shall show the original test copies with final test copies, noting any improvements. Once test copies are produced the technician must provide test copies to the COR for internal records.

4.1.3 UNSCHEDULED MAINTENANCE AND REPAIR SERVICES

The contractor shall provide unscheduled maintenance and repair services for all devices. This service requirement shall cover all unplanned service and repair (including parts and labor) as covered under manufacturer warranty including but not limited to items such as firmware updates, depletion of consumables such as ink and staples, and unexpected breakage of parts/components. All parts and consumables shall be those recommended by or approved by the manufacturer. Repair technicians shall be manufacturer-certified to ensure the machines perform to optimum manufacturer specifications during each visit.

4.1 METER READINGS

All devices shall be covered under the same maintenance contract with “married meters,” a combined total count across both systems for both black and white and color impressions. Meter reads shall occur quarterly by the manufacturer technician and provided to the COR.

4.2 TRAINING AND TECHNICAL GUIDANCE

Contractor will provide on-site user-level training for leased and delivered devices, associated hardware and software once per contract year, which will be scheduled with the customer no less than 14 days in advance via the COR. Specific training requirements for each occasion will be coordinated by the COR.

Training will cover all user-level education necessary for operators to utilize and maintain the equipment and its individual component capabilities as appropriate . Contractor will provide access to telephonic or virtual technical guidance for both Systems during business hours.

4.4 CONTRACTOR UNAUTHORIZED WORK PERFORMANCE

The Contractor shall not perform work that deviates from contract requirements and specifications. If the

Contractor deviates from contract requirements and specifications without approval of the CONTRACT

OFFICER, such deviation shall be at the risk of the Contractor and any cost related thereto shall be borne by the Contractor.

4.5 VENDOR QUALIFICATION REQUIREMENTS

Any vendor responding must meet the following requirements:

• Vendor must have a GSA contract with Letter of Supply from the manufacturer

• Vendor must be service authorized by the manufacturer

• Technician must be factory trained by the manufacturer for the equipment they are servicing

• Vendor must use OEM parts and supplies

• Vendor must have a security cleared facility and technicians with up to top secret / SCI clearance

• Vendor must be a Small Business GSA Contract holder

4.6 ON SITE MANAGEMENT REQUIREMENTS

The contractor will be responsible for providing an on-site supervisor for the Managed Print Service program at INR HQ’s location. The following are the responsibilities of the on-site supervisor.

• Communicate consistently with INR to ensure that all services are performed with high degree of satisfaction.

• Coordinate account production activities to meet all required Service Level Agreements.

• Provides first-level customer service to INR customers.

• Assist in the monthly customer billing and data collection using computer software (incl:

Windows, Word, Excel, etc.), as required.

• Diagnose and troubleshoot machine problems, monitor machine and prints.

• Provide first-level customer service to INR, determining how to effectively meet customer needs.

• Provide service on equipment, monitor machine supply yields, supply inventory levels and service logs.

• Provide service (8am-4pm, Mon-Friday, excludes holidays) On-site equipment monitoring by on-site technician/PM

• Hand Delivery of all supplies (except paper) to machines.

• Includes all on-site labor and part with 4 hr. average response time.

• Attend Quarterly progress report meetings and long-term strategy meetings.

4.7 REPORTING REQUIREMENTS

• Conduct first-level diagnostic test (to include paper jams, toner replacement, error message troubleshooting, configuration settings) on machines to determine extent of repair issue.

• Coordinate service technician calls, as necessary, and provide repair status updates to customer.

• Provide Tier one MFD maintenance, to include minor repairs, replenishment of toner and staples, paper jam clearance, and general cleaning during daily copier care rotation.

• Provide tier 1 support for network connectivity issues, and related system software and coordinate trouble tickets with the IT operations or machine vendor.

• Coordinate device installation, move and configuration to include scheduling of vendor and IT Operations support.

• Provide preventative maintenance services on MFD fleet to maintain copier uptime.

• Conduct Quality Control checks to ensure appropriate standards are being met.

• Monitor. inventory of spare parts, paper, toner, staples, and place orders accordingly.

• Upon notification (phone or e-mail) from customer or monitoring tool notice, provide first response as to status for completion.

• Place service calls when first response is unsuccessful and manage service call process through completion.

• Provide or coordinate on-site operator training, upon request

• Guides break/fix service ticketing and overall service delivery process

• Attends recurring meetings with key Agency contacts/ primarily the Administrative

Director

• Supports sustainability/'green' initiatives, including best practices in environmentally friendly document output and coordination of recycling programs

• Uses business logic and reporting analytics to make recommendations for equipment optimization/improvement

• Supports key Agency initiatives associated with document process

• Create monthly usage reports for purposes of client billing Provide meter readings to the respective vendor

• Track maintenance records for each copier managed

• Provide customer reports as requested from Administrative Director

4.8 CUSTOMER SERVICE REQUIREMENTS

Follow established customer inquiry process and respond to customer needs and requests. Communicate customer comments and concerns to Administrative the COR.

• Understand and respond to customer needs and requests.

• Promptly inform Administrative Director of potential problems or customer comments.

• Interact with customers as appropriate to address job specifications.

4.9 SKILLS AND KNOWLEDGE REQUIRMENTS

• Must have intermediate computer skills

• Functional knowledge of MS Excel required.

• Able to organize, prioritize, and perform multiple tasks (simultaneously) to meet deadlines.

• Operational knowledge of all relevant equipment within the Department.

• Strong interpersonal skills.

• Detail oriented to transcribe and quality check information.

• Good communication skills; speaks clearly and concisely in a professional manner.

• Must be able to lift up to 50 pounds.

4.3.3. EDUCATION AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent.

• Prior experience in a customer service environment.

• Advanced skill sets in the operation of copier equipment

4.3.4 OTHER DETAILS

• Must comply with ethical standards, business practices, confidentiality, professionalism, proper business etiquette and attire

• Must pass USPTO security requirements

4.3.5 VENDOR REQUIREMENTS

• Vendor is required to have the ability to track service requests, order supplies on-line, track supply shipments and service histories, access invoices for payment processing.

• Vendor must provide local administrative contact for monthly/quarterly on-site meetings to resolve administrative issues.

• Vendor must offer local and/or 1-800 numbers for Help Desk Support. Support must be

United States based.

• Vendor shall have available more than one individual qualified (See On-Site Duties) to maintain onsite support requirement.

4.4 NEW EQUIPMENT REQUIREMENTS

The Contractor, as an independent vendor, not an Agent or Employee of the Government, utilizing special knowledge, techniques and materials possessed by and available to the contractor, must offer equipment that is newly manufactured, never been in the field, and offered as such on-contractor’s GSA Schedule.

The contractor will only utilize factory parts and supplies for the government leased devices.

4.5 SETUP/INSTALLATION

Upon delivery of devices, the contractor shall remove all packing materials for the site; packing materials shall not be placed in Government trash receptacles and shall provide services appropriate to general supervision of the movement, disassembling, installation and testing, and reconfiguring diagnostics.

4.6 DATA COLLECTION AND MONITORING

The vendor will implement a data collection agent (DCA), at no additional cost to the government, will provide extensive reporting to assist with right sizing of the fleet via usage statistics. The DCA will monitor the devices and collect the following information from network devices:

• Error Codes

• Firmware

• Toner levels

• Device description

• MAC address

• Device status

• Manufacturer

• Non-toner supply levels

• Serial Number

• Maintenance kit levels

• Miscellaneous (machine specific)

Initiate automatic toner/supplies and service requests as needed and will be monitored by the onsite PM.

4.7 EQUIPMENT- CATEGORY 1 DESKTOP MFD SPECIFICATIONS

MFDs to replace desktop printers on the INR network and meet general user support; device criteria listed below:

• Minimum speed of 45 ppm in both B/W and Color

• Color copying, faxing, color printing, and color scanning

• Must have an integrated Pull-out keyboard

• Must have a touch screen display

• Minimum time to first print or copy must not exceed 9 seconds

• Built-in automatic two-sided printing

• Must have swipe to print or CAC/PIV integrated capabilities

• Must have “Follow Me” print integrated capabilities

• The range of copy/print capability will fit Legal size paper requirements – A4, A5, executive, Folio, J15-B5, Legal, Letter, and user defined

• Minimum paper capacity of 650 sheets

• Have an automatic document feeder with minimum of 150 sheet capacity

• Minimum 1GB RAM; 250GB HDD

• PCL 5c/6, PostScript 3 Dimensions shall not exceed 21”W x 22”L x 26”H 4.7.2

EQUIPMENT- CATEGORY 2 WALK-UP NETWORKED MFDs

• Minimum speed of 60 ppm in both B/W and Color

• Automatic document feeder with minimum 250 sheet capacity

• Minimum scan speed (B&W & Color) of 120 ipm simplex, 240 ipm duplex

• Minimum 7GB RAM; 320GB or greater encrypted HDD

• Hard drive security system option must have a Common Criteria Recognition

Arrangement (CCRA) Common Criteria certification of EAL II

• Must have a customizable graphical color control panel not less than

• 8.0 inches

• Must have swipe to print or CAC/PIV integrated capabilities

• Must have “Follow Me” print integrated capabilities

• Multiple stapling positions with a 50-sheet stapling capacity

• Minimum total 2,180 paper sheet capacity and an option to increase capacity to 6,000 paper sheets

• The paper drawers must be able to automatically detect the paper size without operator intervention

• The range of copy/print capability will be from 7.25” x 10.5” to 12” x 18” paper sizes and envelopes

• Four HP DesignJet Z6dr 44-in PostScript Printer with V-Trimmer TAA Compliant

(Plotter)

• One 2QX51D #BCB HP DESIGNJET HD PRO 44-IN MFP (Scanner)

4.8 DEVICE SECURITY REQUIREMENTS

4.8.1 SECURE BOOT PROCESS

• At startup, the devices must validate the integrity of the BIOS.

• The devices must “self-heal” an infected BIOS by replacing it with a hardware protected golden copy of the BIOS.

• The devices must notify the administrator via standard event mechanisms, including

SIEM systems, of any issues.

• The devices must recover to a known good state after detecting an infected BIOS and replacing it with the golden copy.

4.8.2 FIRMWARE CODE INTEGRITY

• The devices must validate the integrity of firmware code at load time and allow only known good firmware to execute.

• The devices must notify the administrator via standard event mechanisms, including

SIEM systems, of any issues.

4.8.3 RUN-TIME INTRUSION DETECTION

• The devices must provide continuous monitoring for in-memory malware injection attacks.

• The devices must halt normal operation when an anomaly is detected and reboot to a known good condition.

• The intrusion detection algorithm must be randomly inserted into different places in the code image to prevent against its own detection.

• The intrusion detection algorithm must execute frequently enough to detect malware injections before the malware can compromise the integrity of the devices.

4.8.4 NETWORK CONNECTION INSPECTION

• The devices must evaluate outgoing network connections to determine normal behavior and stop suspicious requests.

• The devices must halt normal operation when an anomaly is detected and reboot to a known good condition.

4.8.5 CONTINUOUS ASSURANCE OF SECURITY POLICY SETTINGS

• The security compliance tool must bring devices that are out of compliance into compliance, based on the Security Policy.

• The security compliance tool must have new or reset devices on the network announce themselves and immediately be brought into compliance.

• The security compliance tool must include an Intuitive Security Policy editor that guides the administrator through making appropriate policy settings by highlighting conflicting dependencies.

• The security compliance tool must manage and install certificates with an automated process across a fleet of devices.

4.9 DOCUMENT SCANNING REQUIREMENTS AND SECURE PRINTING

The contractor shall provide an MPS with scanning capability that will electronically convert documents in various formats into searchable and or editable formats, leveraging INR’s PIV Card infrastructure.

The contractor shall enable or install Object Character Recognition (OCR) capable software as part of the system to convert documents in various formats into searchable or editable formats and addresses the requirements as outlined below:

• Require the use of PIV Cards for authentication to access all features of the

• MFP’s, including copy, print and scan functions

• Enable users when scanning a document to select the output format, which shall include at the minimum: Microsoft Office Word, Excel, and Adobe Image PDF

• Require all email to be digitally signed using PIV Card Infrastructure (PKI) certificates and provide users the ability to elect to encrypt emails using advanced encryption methods

• Ability to provide an email notification to the authenticated user upon delivery of scanned document to the network destination

• Ability to customize document scanning options at the MFD based on the

• authenticated user’s Active Directory profile. For example, only members of a specified group will be given access to scan to the specific group folder.

• Ability to scan documents directly into a selected Microsoft SharePoint site or library and to enter the associated metadata data at the time of scan

• Ability to check in or check out a document and set SharePoint permissions at the time of upload

4.10 GOVERNMENT POINTS OF CONTACT. The Government points of contact or COR, are not warranted Contracting Officers and do not have the authority to take any action, either directly or indirectly, that would change the pricing, quantity, place of performance, delivery schedule, or any other terms and conditions of the contract.

4.10.1 Contract Administrator: Provided at time of award.

4.10.2 Contracting Officer’s Representative: Provided at time of award.

4.10.3 Building Access Instructions for Harry S. Truman Building: To gain initial access to the building, Contractors must have in their possession: their contract number, delivery address, and sponsor’s contact information.