FINAL_HSHQDN-17-R-0002_RPM_RP_RFP-Atch_06-Maintenance_Plan-2017-1-19.docx

Radiation Portal Monitor Replacement Program

RFP HSHQDN-17-R-0002

Attachment 6: Maintenance Plan

The following is an example maintenance plan reflecting the current maintenance objectives of CBP. The Contractor shall at a minimum propose a maintenance plan consistent with this example.

1.0. Warranty

The Contractor will provide a minimum of one year total system warranty for each system. The warranty period will begin on the date of the signing of the Site Acceptance Test (SAT) of that equipment. The Contractor will provide warranty certificate(s) and documentation. The Contractor will provide documented warranty terms for the primary RPM RP individual system to include, but not limited to the system peripherals, generators, accessories, air conditioners, compressors, computers, controls, lights, cameras, electrical boxes, housings, batteries, chargers, power conditioners, etc. Warranties will include parts, labor, consumables, travel, shipping, and transportation required to maintain operational availability, designed performance, and all requirements of this maintenance plan. Warranties will include a replacement provision for units found to exhibit persistent systemic failures.

2.0. Sustainment and Maintenance

The Contractor will sustain and maintain each system to achieve the Operational Availability (Ao) requirements. The following are minimum sustainment and maintenance requirements for these systems.

2.1. Service Support Availability Requirements - Operational Availability (Ao) The Contractor will provide all the required support services, repair parts, test equipment, and supplies to maintain the system to operate at a given point in time under stated conditions in the environment described in this statement of work. It includes logistics time, diagnostic time, fault isolation, waiting or administrative downtime, and corrective maintenance downtime. This measure extends the definition of availability to elements controlled by the logisticians and mission planners such as quantity and proximity of spares, tools and manpower. Operational availability is defined as the percentage of time during the reporting period that a specific individual serialized system is available to support the operations for which it was designed. The average operational availability for service support excludes preventive maintenance downtime. The operational availability will be derived by calculating the total operating hours minus the down time hours divided by the total operating hours.

An average Ao for service support by each serialize system will be calculated using data from Work Orders (WOs) completed during the monthly 720-hour reporting period by using the following:

AO = Total Hours by Unit – Down Time Hours by Unit Total Hours by Unit The following lists the minimum Ao requirements by location category:

· 95% - Systems operated within the Continental United States (CONUS) locations

Work Orders (WO) for work performed under on-demand (other maintenance support services), WOs in a ‘conditional but operational’ status, and WOs with customer delays, as determined by CBP Integrated Logistics Branch (ILB) are excluded from all the formulas above.

The Contractor will meet or exceed these performance standards while complying with all applicable State and Federal regulations. In addition to the quality of deliverables, operational availability levels achieved, coordination, and reporting requirements represent the measurements considered appropriate to the performance of this work statement.

2.2. Service Calls and Work Orders

All service calls and work orders apply to warranty, corrective maintenance, and preventative maintenance. The Integrated Logistics Branch (ILB) manages an NII Help Desk and Operations Center from 7:00 AM to 11:00 PM EST Monday through Friday and 10:00 AM to 6:00 PM EST Saturday and Sunday in Lorton, VA for maintenance and repair call activities. The NII Operations Center responds to service calls from the numerous CBP locations to intake and track the calls for service in the CBP databases. The NII Operations Center staff issue requests for repair or maintenance services to the Contractor in the form of a work order (WO) that initiates the maintenance request. The Contractor will respond to the CBP point of contact at the location, diagnose system outages, completes maintenance actions, and provides periodic status updates and work completion forms (WCF) to the NII Operations Center.

2.2.1. Work Completion Form - The WCF is a form unique to a specific maintenance event. The WCF will include the WO number assigned by the Government; a description of the maintenance action performed; identify the failure cause or part if any; a list of replaced parts by part/serial number; usage data or scan count since last maintenance activity; name and email address of the CBP representative that verified completion and completion date/time. The Contractor will forward the completed WCF and maintenance documentation (if applicable) to the NII Operations Center via email or fax within 48 hours of completion of the maintenance action.

The Contractor will provide one (1) copy of the completed WCF to the site CBP representative and forward one (1) copy to the NII Operations Center upon completion of each required site visit.

2.2.2. Work Site Cleanliness – The Contractor will properly dispose of all damaged parts; components; assemblies; subassemblies; consumables; and petroleum, oil, and lubricants, unless otherwise directed to retain for failure item analysis or other reasons. The Contractor will remove all work-related used parts, waste, and debris from the CBP site upon WO completion, unless directed otherwise.

2.3. Preventive Maintenance

Preventive Maintenance is defined as any scheduled and planned maintenance actions performed to maintain the target operational availability (Ao). Preventive maintenance includes periodic inspections, calibration, condition monitoring, critical item replacement, Contractor proprietary software updates, and servicing requirements. Necessary repair actions discovered during the performance of a preventive maintenance action require separate corrective WO’s from the NII Operations Center. To the maximum extent possible, all preventive maintenance will be scheduled around port operational activities to prevent disruption to daily operations.

The Contractor will schedule and perform preventive maintenance on the system in accordance with recommended preventive maintenance for each equipment make, model, and type. The Contractor will perform scheduled and planned equipment services to maintain equipment functionality and identify necessary repair actions. The Contractor will provide all services, travel, supplies, packaging, transportation, and shipment of items necessary to check the operation and complete the scheduled maintenance tasks for each piece of equipment. The Contractor will mitigate, and repair if necessary, external corrosion to the system. The Contractor will complete scheduled maintenance within 30 calendar days of WO issuance and/or up to 30 calendar days in advance of the scheduled maintenance to combine the preventive maintenance visit with a corrective maintenance visit to reduce overall customer downtime.

2.3.1. NII Monthly Preventive Maintenance Schedule – The Contractor will provide a schedule of planned preventive maintenance actions organized by equipment to the NII Operations Center five (5) business days prior to the beginning of each month.

2.3.2. Preventive Maintenance Visit Schedule – The Contractor will provide a schedule of planned maintenance visits that has been coordinated with CBP representative to the NII Operations Center within ten (10) business days in advance of port visits.

2.4. Corrective Maintenance

Corrective maintenance is defined as any maintenance activity, which is required to diagnose and correct equipment malfunctions or failures that has occurred or is in the process of occurring. This may consist of repair, restoration, or replacement of components. Corrective maintenance is an unscheduled maintenance activity caused by a unit or component failure and includes tests, measurements, and adjustments.

The Contractor will make contact with the site requiring assistance, to troubleshoot each problem by telephone or remote maintenance, within one (1) hour of the receipt of a WO. The Contractor will respond to the WO by contacting the site POC provided by the NII Operations Center. The Contractor will report the date/time of the contact to the NII Operations Center immediately after contacting the site POC.

The Contractor will attempt to troubleshoot each problem by telephone or remote maintenance. If the problem cannot be resolved by telephone or remote maintenance, the Contractor will respond on-site and restore down systems to a satisfactory equipment operational status. If unable to meet the target Ao, the Contractor will provide the justification and a time estimate for effecting repairs to the NII Operations Center. The Contractor will notify the NII Operations Center and provide the date and time of system operational status changes, estimated time of arrival (ETA) for parts, and Contractor support personnel scheduled arrival at site. The Contractor will coordinate site visits with the CBP port representative.

The Contractor will provide labor, services, parts, equipment, supplies, packaging, transport, shipment, and materials necessary to diagnose and correct malfunctions or failures of equipment to return the system to an ‘operational’ equipment operational status to achieve the Ao in accordance with the target standards.

2.4.1 Conditional but Operational Status – There may be circumstances that allow the system to be restored to a ‘conditional but operational’ status prior to reaching full ‘operational’ status. ‘Conditional but operational’ status applies when a deficiency exists, but the system is available to support the operations for which it was designed, to include safety considerations. The Contractor may restore systems reported in a ‘non-operational’ status to a classification of a ‘conditional but operational’ status as determined by CBP Operations, coordinated by the NII Operations Center or by a Government maintenance manager.

The Contractor will restore systems in a ‘conditional but operational’ status to ‘operational’ within 10 business days of the first notification of the outage.