FINAL_PWS_Audio_Visual_Services_v3.docx

PERFORMANCE WORK STATEMENT (PWS)

Audiovisual Maintenance Services for Defense Equal Opportunity Management Institute (DEOMI) Patrick Air Force Base, Florida 25 February 2014 Revised 11 April 2014

PERFORMANCE WORK STATEMENT

TABLE OF CONTENTS

1. Description of Services and Capabilities. The contractor shall provide skilled personnel, equipment, tools, materials, supervision and other items and services necessary to perform Audio Visual Services at DEOMI located at Patrick Air Force Base, Florida. The Contractor is responsible for maintaining the equipment identified in this Performance Work Statement and equipment added to the contract as per Section 4.5.4. The Contractor shall keep all DEOMI audiovisual equipment working at optimal level and shall always be responsive to the maintenance requirements of DEOMI in a timely manner. Services are required under this contract during normal duty hours, 7:30 – 4:30, Monday through Friday, excluding Federal Holidays. Under certain situations services shall be required other than normal hours to include emergency or various events as approved by the Commandant. DEOMI has approximately 2,000 audiovisual components located on Patrick AFB, FL. Audiovisual components are located throughout the 98,500 square feet facility.

1.1. Maintenance

1.1.1. Response Time. Contractor maintenance personnel shall arrive at DEOMI site, pursuant to CRITICAL or NON-CRITICAL status (as defined in Section 1.10), and begin repairs after notification by DEOMI that remedial maintenance is required. DEOMI will attempt to contact the Contractor maintenance personnel at primary and/or secondary Contractor designated contact points. If contact cannot be made within 24 hours after the initial attempt, the response time will commence at the expiration of that 24 hour period. If contact is made with 24 hours, the response time starts at time of contact and ends upon arrival at the site of the malfunction equipment. The Contractor shall provide, and be liable for all needed material and qualified personnel to perform remedial maintenance on disabled equipment at DEOMI’s location. In accordance with the scope of this contract, the following response time shall be applicable.

1.1.1.1. Response time for equipment listed as CRITICAL is 24 hours. (See Appendix B for list of Equipment items.)

1.1.1.2. Response time for equipment listed as NON-CRITICAL is 72 hours. (See Appendix B for list of Equipment items.)

1.2. Equipment Repair

All equipment (identified as CRITICAL) shall be repaired and operating in full compliance with appropriate technical specifications within 72 work hours of receipt of replacement parts. Replacement parts shall be ordered within 48 hours (two duty days) of equipment failure/breakage. The J-6 reserves the right to require CRITICAL equipment coverage on high interest/usage equipment items not identified as CRITICAL .

1.2.1. All equipment (identified as NON-CRITICAL) shall be repaired and operating in full compliance with appropriate technical specifications within 120 work hours of notification (or a bona-fide attempt to notify) of the Contractor’s designated point of contact of the need for remedial maintenance.

1.2.2. The Contractor is required to provide the necessary personnel to perform on-site maintenance during the Principle Period of Maintenance (PPM) as described in Section 1.2.4. In the event repairs for a particular item of equipment contained in the Appendix B cannot be accomplished on-site, the Contractor shall obtain a hand receipt from the designated DEOMI AV equipment custodian prior to removal of the equipment from the building. In addition to the hand receipt, the Contractor shall be required to leave a signed copy of a Service Incident Report as described in Section 4.1.1.1 with the user of the equipment, annotating the manufacturer, model number, serial number, date removed, and the statement, “removed to shop for repair”. Upon repair and return, the user will countersign the Incident Report and return it to the Contractor. The user’s signature will serve as proof of equipment return as well as acceptance of repair work performed.

1.2.3. For all CRITICAL and NON-CRITICAL equipment, PPM shall be as needed to bring equipment back to an operable state, Federal holiday excluded. This PPM may be changed by DEOMI upon thirty (30) days prior written notice to the Contractor.

1.3. Preventive Maintenance (PM)

1.3.1. Preventive maintenance shall be performed during DEOMI’s Principle Period of Maintenance once quarterly at a time mutually agreeable to DEOMI and the Contractor. Some equipment will require more frequent attention depending on the nature and usage of the equipment. Preventive Maintenance (PM) shall be conducted in accordance with the original equipment manufacturer’s instructions and shall include repair/replacement, hardware alterations, and programming of identified non-operational equipment. A Service Incident Report as described in Section 4.1.1.1 shall be completed for each PM visit and left with AV personnel on-site upon completion of the work. If electronic means are used by the Contractor to record PM, the DEOMI’s AV Maintenance Log shall be completed and left on-site.

1.4. Remedial Maintenance

1.4.1. Remedial maintenance is required to be performed after notification by DEOMI that equipment is inoperative. The Contractor shall provide DEOMI with designated points of contact and arrangements to enable its maintenance representative to receive such notifications. An available answering service or other telephone coverage shall be made available to permit DEOMI to make contact.

1.4.2. Should the Contractor’s personnel determine that they will be unable to restore CRITICAL equipment to operating condition; the Contractor is required to provide sufficient assistance, either Contractor personnel or Authorized Manufacturer personnel, for resolution of the problem, at no additional cost to DEOMI.

1.4.3. SYSTEM DOWNTIME is that period of time when one or more SYSTEMS become inoperative and no scheduled/unscheduled workload can be accomplished due to malfunction of the equipment, or the SYSTEM is inoperative and no scheduled/unscheduled workload can be accomplished because the SYSTEM is released to the Contractor for remedial services.

1.4.4. SYSTEM DOWNTIME shall commence at the time of actual contact with (1) the Contractor’s maintenance representative at the designated point of contact, (2) with the Contractor’s answering service or other continuous telephone coverage that permits DEOMI to make such contact, or (3) after 24 hours subsequent to the initial attempt to contact the Contractor as provided for in Section 1.1.1. SYSTEM DOWNTOWN shall end when the SYSTEM and/or machine is returned to DEOMI in operable condition, ready to perform the scheduled workload.

1.4.5. DOWNTIME for each device failure shall be measured by the intervals between the time DEOMI attempts to contact the Contractor’s representative at the prearranged contact point and the time that the device is returned to DEOMI in acceptable operating condition, including time required for restoration of all data lost or destroyed due to equipment failure.

1.5. Analysis

1.5.1. Within 30 days of contract award, Contractor shall complete an initial assessment of the current DEOMI AV System configuration and identification of any problems that may exist.

1.5.2. Within 30 days of contract award, Contractor will conduct interviews with the internal audiovisual team to understand the vision, mission, and functionality for the AV system.

1.5.3. Within 30 days of contract award, Contractor will conduct a baseline operational test of the current AV components of the DEOMI system to identify equipment performance and at a time mutually agreeable to DEOMI and Contractor.

1.5.4. Within 30 days of contract award, Contractor will recommend changes to the system (immediate and long term) based on DEOMI needs and mission.

1.5.5. Contractor will perform immediate changes needed to the system, as necessary. The repair or replacement of equipment will not exceed $3K per individual item. All equipment repair or replacement must be approved by DEOMI J6 Director prior to purchase or repair. Any purchases for parts or equipment above the $3K level will be handled by DEOMI.

1.6. Deliverables include:

1.6.1. Within 60 days of contract award, deliver to DEOMI a written functionality testing plan.

1.6.2. Within 60 days of contract award, deliver to DEOMI a written report of results of interviews.

1.6.3. Within 60 days of contract award, deliver to DEOMI a written report of results of baseline functionality testing that includes findings of functionality testing, equipment performance metrics, and recommendations for addressing the functionality problems of the system.

1.6.4. Within 30 days of completion of the initial assessment, deliver to DEOMI a written report of findings and recommendations.

1.7. Information Architecture and Content Organization

1.7.1. Within 60 days of completion of initial assessment, Contractor will revise system schematics and interface specifications based on research-based usability engineering practices to assist in implementation of system organization.

1.7.2. Within 60 days of completion of the initial assessment, provide consultation on user interface to ensure layout, design and organization is useful, usable and accessible.

1.7.3. Create high-level site map.

1.8. Information Architecture Deliverables include:

1.8.1. Within 30 days of Architecture initial assessment, provide detailed explanation of schematics and interface specification.

1.8.2. Within 30 days of Architecture initial assessment, provide written report of findings and recommendations of component testing that includes usability test findings, performance metrics.

1.8.3. Within 30 days of Architecture initial assessment, provide comparative data from baseline usability testing of original system configuration, and redesign system optimization testing.

1.8.4. Copies of all software programming changes to the AV systems are property of DEOMI.

1.8.5. Within 30 days of Architecture initial assessment, provide high-level site map.

1.9. Reports and Products

1.9.1. The reports and other products specified in sections 1.5 through 1.8.5 shall comply with industry standards

1.10. Critical & Non-Critical Equipment Maintenance Definition

1.10.1. CRITICAL Equipment Maintenance: Means any equipment whose performance affects training of students and any equipment that has been designated critical equipment by DEOMI personnel at the time of the service call. In accordance with the terms herein, the Contractor shall, at the rates offered in the Schedule, provide maintenance which shall include all labor, parts, travel and the use of tools and test equipment necessary to repair the equipment to OEM specifications. Repairs/components, purchase/replacement, including parts and labor, must have approval of DEOMI J-6 Director prior to effecting repair on such equipment. Only new standard parts or parts equivalent to new in performance when used in the machines shall be furnished in effecting repairs. In instances where the Contractor elects to return the equipment to its factory or service depot, the Contractor shall be responsible for the equipment (to include packing and shipping) from the time it leaves DEOMI site until its return. Maintenance parts shall be furnished on an exchange basis, and the replaced parts become the property of the Contractor. At the discretion of DEOMI AV personnel non-critical items can be reclassified as critical during a service call. (Critical items are any of the following items in Appendix B that are deems critical by DEOMI personnel at the time of the service call).

1.10.2. NON-CRITICAL Equipment Maintenance: Means any equipment that is not designated critical equipment. The Contractor is required to perform maintenance of Government-owned equipment in accordance with the rates stated I the schedule. The hourly rate shall include all wages, travel, general and administrative expenses. Repairs/components, purchase/replacement, including parts and labor, must have approval of DEOMI J-6 Director prior to effecting repair on such equipment. Only new standard parts or parts equivalent to new in performance when used in the machines shall be furnished in effecting repairs. In instances where the Contractor elects to return the equipment to its factory or service depot, the Contractor shall be responsible for the equipment (to include packing and shipping) from the time it leaves DEOMI site until its return. Maintenance parts shall be furnished on an exchange basis, and the replaced parts become the property of the Contractor. At the discretion of DEOMI AV personnel non-critical items can be reclassified as critical during a service call. (Equipment items are any items referred to in Appendix B identified by DEOMI personnel as Non-Critical at the time of the service call).

2. Services Summary

Response within 72 hrs for NON-CRITICAL requests

NON-CRITICAL equipment shall be repairs and operating in full compliance within 120 work hours of notification

3. General Information

3.1. Contractor Personnel

3.1.1. All services under this contract are required to be conducted by competent personnel, experienced and highly skilled to provide essential services in accordance with, or superior to, OEM specifications, without unnecessary stoppage or interference with Government functions. Personnel are required to be sufficiently trained and experienced in running diagnostics on ALL equipment. OEM or equivalent training is required on all CRITICAL items.

3.1.2. Contractor shall provide appropriate personnel in correlation to the maintenance trouble call and provide additional personnel as needed after authorization is given by DEOMI personnel.

3.1.3. Any maintenance service performed by Contractor trainee shall be under the direct supervision of experienced personnel. The cost of such training shall be borne by the Contractor.

3.1.4. Use of Federal Employees: The Contractor shall not employ any person who is an employee of the United States Government if the employment of that person would create a conflict of interest.

3.1.5. The Contractor shall not employ person identified as a threat to the health, safety, security, general well-being or operational mission of the installation or its population. Ensure employees are trained on proper procedures for hazardous material spills, responses, and cleanup.

3.2. DEOMI Hours of Operation

3.2.1. The Contractor shall provide support services during normal duty hours, typically between 0730-1630 Monday thru Friday, except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

3.1.1.1. Recognized Holidays. The contractor is not required to provide service on the following days: New Year’s Day, Martin Luther King Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving and Christmas Day. If the holiday falls on Saturday, it is observed on Friday. If the holiday falls on a Sunday, it is observed on Monday.

3.3. Place of Performance

3.3.1. All DEOMI Audio Visual Equipment is located on Patrick AFB. The Contractor will perform at the equipment’s location and/or as outlined in paragraph 1.2.3.

3.4. Customer Service

3.4.1. Contractor personnel performing work under this contract shall possess excellent customer service skills such as, balancing interests of a variety of clients, readily readjust priorities to respond to pressing and changing client demands, anticipate and meet the need of clients, achieve quality end-products, and committed to continuous improvement of services.

3.5. Government Responsibilities

3.5.1. DEOMI shall provide an appropriate operating environment, including temperature, humidity, and electrical power, in accordance with the environmental requirements contained in the Contractor’s published specifications for the equipment.

3.5.2. Subject to 45th Space Wing security regulations, the Contractor shall have full and free access to audiovisual components to provide services thereon.

3.6. Drug Use

3.6.1. Illegal and illicit drug use and controlled substances are prohibited on Patrick AFB and in any government facility and/or location. The contractor will provide DEOMI within 30 days of contract award their corporate drug free awareness policy.

4. Performance Requirements Summary

4.1. Site Maintenance Log and Service Incident Report

4.1.1. The Contractor shall prepare the following reports and submit them as specified.

4.1.1.1. Service Incident Report. Prepare a service incident report immediately upon the completion of each maintenance service operation. Sign the report and obtain the signature of the person who requested the maintenance service to indicate that the work was completed satisfactorily. Leave a copy of the report with the person who requested the maintenance service. Each service incident report shall contain the following information:

(a) Work Order Number

(b) Date and time the service call was received

(c) Date and time of Contractor’s arrival at service site

(d) Location of equipment service

(e) Manufacturer, type, model and serial number(s) of each piece of equipment that was serviced or replaced

(f) Time spent performing the service

(g) Description of the cause of the malfunction

(h) Description of any part(s) or component that were replaced

(i) Description of any repairs performed on parts or components that were not replaced

(j) The date and time that service was successfully completed

4.1.1.2. Replaced Equipment Report. Report all equipment replacement semi-annually. Prepare the report using Microsoft Excel. Deliver electronic copy of the report via e-mail to J-6 Director. The report shall contain the following information for (a) each item of equipment that was replaced and (b) each item of replacement equipment:

(a) Manufacturer

(b) Type

(c) Model

(d) Serial Number

(e) Description of equipment

(f) Location at which the equipment was installed

4.1.2. Site Maintenance Log. The Contractor shall maintain site maintenance logs for DEOMI which will include a complete system configuration list with logical addresses, names and physical locations for peripherals and devices on the system.

4.1.2.1. A log of all trouble calls reported, including:

(a) Trouble ticket number

(b) Time and date of call

(c) Trouble reported

(d) Time the system component is restored to full service

(e) Name of the person(s) affecting the repair

(f) A chronological list of Contractor activity on the system, including diagnostic test, preventative maintenance, systems upgrade, and remedial maintenance. All site maintenance records shall remain the property of DEOMI.

4.2. Documentation

4.2.1. All documentation, schematics, hardware and software manuals, diagnostic routines and any other aids received by DEOMI as part of a routine procurement action will be made available to the Contractor for use at the equipment site. Any further documentation pertinent to performing maintenance under this contract if acquired by the Contractor, will be labeled Government property, and remain Government property.

4.2.2. DEOMI, as a party to the contract, will not be required to assist the Contractor in the acquisition of documents necessary to perform maintenance services under and during the term of the contract.

4.2.3. The Contractor shall issue a copy of warranty and other pertinent documentation for each unit under his maintenance responsibility. All copies of warranties are property of DEOMI and shall be maintained by a designated Government employee. As a minimum, each copy of warranty shall include the following:

(a) Model, make and serial number of the equipment

(b) Expiration date, if any, of the warranty

4.3. Contractor Alterations

4.3.1. Alterations to equipment as proposed by the Contractor will be made only with the written consent of DEOMI. Approved modification of the contract (agreed upon by both parties) will be negotiated for each alteration which either enhances the value of the system to DEOMI or decreases the overall maintenance cost.

4.3.2. DEOMI will arrange for the approved alterations within a reasonable time after notification by the Contractor that the alteration is ready to be made.

4.4. Exclusion

4.4.1. Maintenance services do not include:

4.4.1.1. Electrical work external to the machine or maintenance of accessories, alterations, attachments, or other devices not listed in the statement of work.

4.4.1.2. Repair of damage or increase in service time caused by accident; disaster, which shall include, but not be limited to fire, flood, water, wind, and lightning, neglect, misuse, fault or negligence of DEOMI.

4.4.1.3. Repair of damage or increase in service time resulting from failure to provide suitable installation environment within the facility prescribed by the appropriate Contractor installation manual physical planning (including, but not limited to , failure of, or failure to provide adequate electrical power, air conditioning or humidity control).

4.4.1.4. Repair of damage, replacement of parts (due to other than normal wear) or repetitive service calls caused by the use of supplies or materials not meeting Contractor’s specifications for such supplies or materials.

4.5. Government Alterations

4.5.1. The Contractor is required to, without charge, assist DEOMI during first level diagnostics and instruct low level repairs of equipment that is down due to malfunction via the telephone.

4.5.2. DEOMI shall perform first level diagnostic and repairs to CRITICAL equipment prior to service call being placed while equipment is under the purview of this contract. First level diagnostic and repairs may be performed by Government personnel on NON-CRITICAL equipment prior to a service call being placed.

4.5.3. Features: During the term of this contract, DEOMI may add new features to its installed equipment base. When features are added to a device, the Contractor must accept maintenance responsibility for these features under the terms, conditions, and prices stated in the contract. If a similar feature is not in the contract, the maintenance charge will be mutually agreed upon. If a cost cannot be negotiated, the Contractor shall accept the OEM’s GSA contract maintenance price for the feature. Maintenance charges shall not exceed the OEM’s GSA schedule maintenance price or commercial charge if no schedule is available.

4.5.4. Existing and New Equipment: During the term of this contract, DEOMI, may at its option, add/remove equipment listed in Appendix B to this contract. Maintenance charges for the added equipment are:

(a) For the same type and model number, the charges specified in the contract; or

(b) For items not specified in the contract, a mutually agreed upon charge no greater than the OEM’s GSA schedule charge or commercial charge if no schedule is available.

5. Deliverables

6. Charges

6.1. Maintenance Charges

6.1.1. The remedial maintenance charges described include all maintenance costs and DEOMI will pay no additional charges unless specifically set forth in this contract. Maintenance rates shall be firm for the Contract period subject to any maximum annual maintenance escalation as set forth in the Performance Work Statement.

6.1.2. There will be no separate charge for travel expense associated with maintenance service or programming service under this Contract.

6.1.3. All maintenance and other service activities (including but not limited to activities relating to pre-installation planning, inspection, relocation of machines, systems changes and altered programming) which may be made available by Contractor to DEOMI at no additional charge or at Contractor’s then applicable time and material charges, in connection with any machine or programming supplied under the contract, shall be subject to the terms and conditions of this contract, unless such activities are provided under another written agreement signed by DEOMI.

6.2. Non-Chargeable Maintenance Items

6.2.1. Time spent by maintenance personnel after arrival at the site awaiting the arrival of additional maintenance personnel and/or delivery of parts, etc., after a service call has commenced.

APPENDIX A – ACRONYMS

APPENDIX B – AV Equipment List

Remote- 8042270 Receiver- 8043754 Critiical

Critiical

Non-Critical

Critiical

Critical

Critiical

Critiical

Critiical

Receiver- DG06803135 Non-Critical

Receiver- DG06803413 Non-Critical

Receiver- DG06803414 Non-Critical

Receiver- DG06803430 Non-Critical

Receiver- DG06802672 Non-Critical

Receiver- DG06803431 Non-Critical

Receiver- DG06803423 Non-Critical

Receiver- DG06800194 Non-Critical

Dongle- CT040300061 Critiical

Dongle- CT100505626 Critiical

Critiical

Critiical

Critiical

Critiical

Critiical

Critiical

Critiical

Critiical

Critiical

Critiical

Critiical